As the Workforce Management Global Intraday Lead, you will drive a unified, globalised approach to real-time workforce management across 30 countries.

Coordinating with over 120 shift leads, you will establish standardised processes, tools, and playbooks to maximise service levels, ensure rapid responsiveness to customer needs, and recover swiftly from unexpected deviations or incidents.

This is a high-impact role critical to shaping how we monitor, manage, and react in real time to deliver exceptional service experiences globally.

You will collaborate closely with:

• Regional WFM Leads and their teams;
• Global Planning, Scheduling, and Analytics teams;
• Shift Leads and real-time coordinators across all regions;
• Additionally, you will be supported by a robust analytics and product team to ensure the tools and insights needed for success are built and accessible.

Your Mission:

• Monitor and manage real-time performance across 30 countries to ensure service levels are consistently met;
• Act as the primary escalation point for real-time issues requiring global oversight;
• Develop and maintain global intraday playbooks, including standardised alerts, thresholds, queue prioriy strategies, and prescriptive actions;
• Define and implement weekly planning frameworks and daily monitoring protocols;
• Create and maintain incident management playbooks to guide speedy responses to outages, service disruptions, and other crises;
• Define escalation protocols and provide real-time support to mitigate and recover from incidents;
• Train and mentor shift leads and intraday coordinators on best practices and new methodologies;
• Conduct intraday governance sessions to review performance and drive continuous improvement;
• Partner with analytics and product teams to ensure dashboards, live monitoring tools, and reporting systems support desired outcomes;
• Establish governance frameworks, ensuring alignment across regions and consistent execution;
• Leverage data to drive decisions and identify trends, opportunities, and areas of improvement;
• Establish feedback mechanisms to ensure key real-time observations are integrated into scheduling and planning processes, addressing root causes and solving problems upstream;
• Set up observation and coordination mechanisms to enhance teamwork and operational consistency.

• Extensive experience in workforce management, particularly in intraday or real-time operations at a global scale;
• Strong leadership skills with a proven ability to influence and align diverse teams across multiple regions;
• Strategic thinker with a deep understanding of Workforce Management tools, metrics, and methodologies;
• Excellent problem-solving skills, especially in high-pressure situations;
• Data-driven approach with proficiency in BI tools, dashboards, and reporting systems;
• Outstanding communication and stakeholder management skills.

We could list all the amazing things we offer - but actually, the best part about working with Wolt is the awesome group of people who you will be working with. There is never a dull day at the office and you will be a part of an energetic team in an exciting start-up environment where you will have the opportunity to grow with the company. 

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going!

We will be reviewing applications on an ongoing basis, so if this sounds like an opportunity you want to pursue, apply today!

If you have any further questions about the position before submitting an application, you can turn to: Alexandra Richiteanu, Talent Acquisition Partner: alexandra.richiteanu@wolt.external.com 

Please note that we do not accept applications coming in via email. Please submit your application in English via our job portal.