About the job
Are you an experienced WFM Specialist with 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 has been growing rapidly in Greece ever since we entered the market in Athens in January 2019, and we've now expanded into 6 other cities as well.
As a company we've always prided ourselves on providing truly outstanding customer service and as the business has grown so has our Support team! As such, we need a Shift Planner (WFM) to take responsibility for shift scheduling and headcount planning processes within the Support team.
You’ll need to be comfortable with working with data in complex, high-paced service operations environment. In this role, you’ll get a lot of help and support on the way, but is also expected to be an amazing independent contributor with an exceptional ability to execute every single day.
What you'll be doing
- Create and maintain shift schedules for our delivery workforce using our WFM and BI tools and spreadsheets.
- Monitor and analyze shift performance metrics to identify areas for improvement.
- Collaborate with different teams to ensure staffing levels are optimized.
- Maintain accurate and up-to-date records of shift schedules, time off requests, and other related data. One of your main success criteria will be to constantly improve our staffing predictions against actuals!
- Develop and implement efficient shift planning procedures to enhance workforce productivity.
- Work together with Team Leads, Support Managers & Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling and performance management processes
- Work in close co-operation with Head of Support to continuously balance operational needs, budgeting and employee experience
- Deliver shift schedules and other reports for payroll and finance
Our humble expectations
- Solid previous Contact Center WFM experience
- You are able to think on your feet and multi-tasking is your second nature
- 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
- You are tech-savvy and seek to learn and teach others in how to use our Customer Support tools
- Excellent organizational and analytical skills.
- Proficient in using workforce management software and tools (SQL knowledge is a plus)
- Fluent in English and Greek
Διοίκηση Επιχειρήσεων
On Site
Permanent
Full Time
About the company
We’ve got an idea And it’s a big one
Anything in your city. Delivered to you within minutes. That’s where we’re heading, and we’d love you to help us get there!
A shopping mall at your fingertips
Think of it this way. It’s as if we’re building a shopping mall that fits in your hand. We started with the food court on the top floor, and over time we added groceries and other stores and boutiques.
If you build it, they will come
To pull this off we need glorious products. And that's exactly what we're determined to build. Our tech brings together our customers, courier partners and merchant partners in real time – calculating hundreds of millions of routes every day.
Getting the essentials right
Our story began in Helsinki – the capital of Finland. Low population density, no strong takeaway or delivery culture and high labor costs made it a tough nut to crack. And let’s be honest, the weather didn’t help. But it gave us a chance to focus on the essentials, like building our tech and making our operations as smooth as possible.
Customer experience comes first
From app design to dynamic discovery, our goal is always to offer the best experience. We’re humbled and proud to say our apps have the industry’s highest rating on the App Store (4.8) and Google Play (4.6)*. *Global average as of November 2023
Customer support with heart and soul
We know there are lots of moving parts with real-time deliveries. If something goes wrong, our support team is there to answer in the local language in under 2 minutes. These are real people, ready and waiting to help.
The right way to scale
From day one we built our tech with scaling in mind. This allows us to operate efficiently in small countries with a population of only one million – or in cities with just 10,000 people living in our delivery area.
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