Workforce Manager

Berlin, Germany
Support
Full-time

Are you an experienced workforce specialist 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! 

Role background

Wolt is a Finnish technology company, and we’re best known for our food delivery platform. On our mobile app or website, customers can order their favorite meals from our restaurant partners and either pick their order up or have it delivered by our courier partners. Just two years ago, Wolt operated in 4 countries and ten cities across the Nordics. Fast forward to today, we’re in 23 countries, and over 120 cities across EMEA, servicing over 8M registered users. Fast forward to today, we're super excited to announce that we've officially launched our operations in Germany as country #23!

With our excellent customer service, the support teams are the glue that holds together the marketplace. We ensure that the operations between customers, restaurant partners, and courier partners all run smoothly.

Main Responsibility

 As our Workforce Management Specialist, you will prepare and manage our staffing and support schedule to ensure that a sufficient number of Support Associates are available to perform all required tasks while working closely with our leadership team on supporting an environment that encourages our support to exceed customers’ expectations.

What you'll be doing

  • Maintain accurate forecasts, capacity plans, and schedule plans for more than 100 employees.

  • Ensure that forecasts, capacity plans, and schedules are generated in a timely and precise fashion.

  • Offer strategic recommendations to improve productivity while balancing service levels.

  • Provide consultation to the Support leadership on staffing and volumes utilizing staffing models for adjusted forecasted assumptions

  • Manages the implementation of new tools from a forecast, capacity planning, and scheduling perspective

Our humble expectations

  • 2+ years previous Contact Center WFM experience.

  • Excellent knowledge and use spreadsheets, and database systems

  • Experience in WFM Tools

  • Must have analytical and troubleshooting expertise

  • Ability to provide on-call s support and work a flexible schedule

  • You are able to think on your feet, and multi-tasking is your second nature.

  • You enjoy learning and teaching others. Preferably, you are also tech savvy.

  • You have a can-do attitude and you are ready to roll up your sleeves and get to work in a fast-paced startup environment.

  • Testing and continuous improvement background a plus

  • You can formulate yourselves very well, both verbally as well as in written form in German and English

Next steps

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

If you have any further questions about the position, you can send your inquiries to:

Bjarne Vibe, Regional Talent Acquisition Partner - ta-hq@wolt.com

About Wolt

Wolt is currently active in 23 countries and more than 90 cities, servicing over 7 million customers. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of seconds, in the customer’s own language.

We’ve raised more than €258M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, 83North, EQT Ventures and Highland Europe. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year. 

In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.

#LI-BV1

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