workforce management global intraday lead

At Wolt, we're on a mission to deliver exceptional service experiences globally. Our Global Workforce Management (WFM) team is at the heart of this mission, ensuring we can meet customer needs swiftly and efficiently, no matter where they are. We're looking for a Global Intraday Lead to join our team and drive a unified, global approach to real-time WFM across more than 30 countries.

In this high-impact role, you'll be instrumental in shaping how we monitor, manage, and react in real-time. You'll coordinate with over 120 shift leads, establishing standardized processes, tools, and playbooks to maximize service levels and ensure we can recover quickly from any unexpected incidents. Your work will be critical to our success, and you'll collaborate closely with regional WFM leads, global planning teams, and real-time coordinators. You'll also be supported by a robust analytics and product team, ensuring you have the tools and insights you need to succeed.

What you’ll be doing

Day-to-day in this role you’ll:

• 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 priority 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

Our humble expectations

• 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 WFM 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

• Fluency in English

• Outstanding communication and stakeholder management skills