Workforce Management Regional Scheduling Lead

vor 3 Wochen

Berlin, Deutschland Wolt Vollzeit

**Company Description**
Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions - as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

**So, why work at Wolt?**
At Wolt, we’re about getting things done.
You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.
We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that justwork, Wolt might be for you.

**Our Commitment to Diversity, Equity & Inclusion**

We want to have all sorts of people in our team - people like you and me, and people different from you and me. To be able to work with diverse teammates - when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait - we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.

**_ Join us today to build Wolt together._**

As a **Regional Scheduling Lead **in our Workforce Management (WFM) team, you will lead a group of 5-8 schedulers managing routines across 6-9 countries. Your role is pivotal in creating efficient, accurate schedules that balance operational goals. Collaborating with the Global Scheduling Lead and partnering with Planning and Intraday teams, you will ensure alignment across functions while serving as a key escalation point for complex challenges.

In this position, you will refine scheduling practices, develop mid-term forecast models, and generate actionable insights from data. By simplifying processes, driving automation, and fostering continuous improvement, you will optimize scheduling accuracy and enhance service levels. Your work will ensure smooth operations, enabling our teams to meet organizational and customer needs effectively.

Your Mission:

- Work with your countries and Regional counterparts to optimise our service delivery for our customers no matter where they are.
- Grow and level up your team, supporting their development through the WFM Career map and beyond.
- Set the scheduling strategy for the upcoming 3 months and work with our internal, shared services and outsourced teams to deliver this.
- Build scalable scheduling routines, identify and highlight replication opportunities for global consistency.
- Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times.
- Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being.
- Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times).
- Co-own quarterly OKR target-setting with your fellow leads.
- Build smaller-scale forecasts to support exceptional events, such as incidents.

**Qualifications**
- You’re experienced as a people lead - you have at least 1 years of experience leading teams and/or 1 year in a Workforce Management role.
- You’ll have created schedules in a contact centre environment in your prior roles.
- You have a strong understanding of Workforce Management. You have experience in forecasting (including knowledge of different forecasting models), capacity planning, scheduling and real-time management.
- You’re an independent problem solver. You’re able to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
- You’re a self-starter - you have a proven track record of taking ownership and creatively solving problems, while improving efficiency.
- You feel confident in stakeholder management - you’re able to connect and maintain relationships with various internal teams.
- You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances.
- You are strategic and data driven - you think strategically and

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