WFM Specialist

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

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! 

We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today!