Are you a service-minded and data-driven professional looking for your next challenge in the field of Workforce Management and support analytics? Does being a part of one of Europe’s fastest-growing companies interest you? If so, then we'd love to chat!
Role background
Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. Wolt was founded in 2014 and joined forces with DoorDash in 2022. Together, Wolt and DoorDash operate in 27 countries today, serving more than 45 million customers. In Hungary, Wolt’s services are available in more than 60 cities.
Our Support Team has been growing rapidly in Hungary to a team of more than 150 Support Associates who are specialized in providing world-class support to our customers and partners. As such, we need a Workforce Manager to take responsibility for shift scheduling, workforce reporting, and headcount planning processes within the Support team.
You’ll need to be comfortable and passionate about working with data in a complex, high-paced service operations environment. In this role, you’ll get help and support on the way, but are also expected to be a great independent contributor with an exceptional ability to execute every single day.
As this is a new role in the organization you’ll have the opportunity to be part of shaping the position, help to take Wolt’s customer service to new heights, and contribute to our service talents' happiness.
What you'll be doing
Forecast, plan, schedule, analyze, create and communicate Support Shifts, using our WFM and BI tools and - of course - spreadsheets.
Ensure data accuracy, insightful reporting and accurate and timely payroll.
Analyze data and present key insights from large amounts of Support data: you will help our Support management team to track our team-wide performance metrics and service levels. You will be constantly improving our staffing predictions against actuals.
Work together with Team Leads & Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling, and performance management processes.
Work in close co-operation with Support Team Leads to continuously balance operational needs, budgeting, and employee experience.
Work in close collaboration with our People team, ensuring that employer obligations are always met in shift scheduling.
Deliver shift schedules and other reports for payroll and finance, and manage budget forecast.
Use data to inspire and initiate other improvements within Support.
Our humble expectations
You have lazer-sharp focus on details, but can also take the “helicopter view” to ensure that successful WFM processes fit our broader Support strategy.
Knowledge from shift scheduling and/or resource planning in similar fields (such as accounting, project management, or leading volunteers). Preferably you have managed shifts for 50+ member team.
Experience from WFM or Shift Scheduling tools/applications is considered a plus.
Solid Excel / Google Sheets skills and knowledge strong interest in data analytics. SQL skills are a plus.
Excellent time management and prioritization skills.
Good project management and cross-functional collaboration skills.
Ability to draw insights from data, make recommendations and communicate complex data in a way everyone can understand.
Constant hunger to learn and develop.
Fluent in English and Hungarian
Next steps
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!
What We Offer
- Independent work in a dynamic, international team
- Salary package includes SZÉP-card and private health insurance
- Discount on Wolt order
- Modern work equipment
If you have any further questions about the position before applying, you can turn to:
Zsófia Szentes, Talent Acquisition Partner - zsofia.szentes@wolt.com.
Please note that we do not accept applications sent by mail. Please submit your application through our careers website!
