Are you an experienced workforce professional with leadership experience and a passion for delivering exceptional service? Does designing and launching plans to increase staffing efficiency within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!

As our Workforce Planning Manager, you will provide overall guidance and act as a business partner to different leaders with anything and everything related to WFM. You must have hands-on experience with all facets of WFM and not be afraid to help build the team from the ground up. Act as our subject matter expert and be creative and resourceful to find solutions to arising challenges. YOu are open for travel and be assigned to a different location on a temporary basis. 

What you’ll be doing

• Contact Center Workforce Architect / Engineer: Identifies, configures and develops forecasting, resources and shift planning tools and collaborates with customer support utilization managers to effectively implement these tools: 
  • Lead planning and execution of SLAs, capacity, and workflow plans for multiple functional areas in multiple sites.
  • Define metrics, goals, and strategic direction across functional area(s) in support of overall group vision.
  • Manage the Capacity Planning and Forecasting teams to determine location requirements by analyzing forecasting planning factors, including service levels, contact volume, contact patterns, staffing capacity, staffing, staff productivity, workforce management systems, workflow, etc.
  • Workforce Analyst: Monitors forecasting effectiveness and accuracy based on performance and constantly improves tools and practices 
• Cross Functional project Manager: Serves as the company’s WFM subject manager expert and works alongside internal stakeholders to drive forward WFM efficiencies
  • Influence key stakeholders to ensure that resources needed are prioritized to achieve quantifiable results, monitoring the effectiveness after project delivery.
  • Organize team structure for multiple functional areas to ensure scalability for present and future volume needs.
  • Define strategies involving production and workforce management; evaluating improvement options.
  • Create escalation mechanisms where all major issues were informed to site leaders and senior leadership ensuring the right people know of the incident at the right time.
  • Develop mechanisms to quickly on-board new talent to the organization.

• At least 5 years of end to end Workforce Management experience
• At least 3 years of handling a team, physically, remotely and/or on a hybrid set up
• Understanding of erlang model and manual WFM functions
• Track record of launching and implementing projects
• Experienced with eWFM, Verint, Nice, and other WFM systems on an administrator capacity
• Global exposure on supporting a business
• Ability to explain WFM to all levels of the organization
• Excellent in google sheets or excel and building templates from scratch

If you are creative, like moving fast, and thrive in a dynamic environment where you get to be proactive and figure out what to do (rather than wait to be told) – then apply today.

What you’ll get by joining us

• Opportunity to be part of building something exceptional, in an international environment
• Lots of learning and growth in a globally scaling tech company
• Competitive salary + stock options available

If you have any further questions about the position, you can turn to:
Andras Toth, Talent Acquisition Partner - andras.toth@external.wolt.com

Please note that we do not accept applications sent by mail. You should submit your application through our careers website!