Operational Efficiency Lead

4 days ago


Stockholm, Stockholm, Sweden Wolt Full time

Want to be part of a high-performing team that's passionate about delivering exceptional customer experiences? We're seeking a talented Operational Efficiency Lead to join our Workforce Management team.

Job Summary

In this role, you'll work closely with our analysts and global leaders to drive data-driven decision-making and optimize operational efficiency. As an Operational Efficiency Lead, you'll be responsible for developing and maintaining long-term forecasting, capacity plans, and hiring plans for your region. You'll also generate reports on performance metrics, conduct scenario simulations, and provide recommendations to improve customer experience and agent well-being.

Responsibilities:

  • Develop and maintain long-term forecasting, capacity plans, and hiring plans for your region, covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
  • Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
  • Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
  • Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency, considering factors like contracts, skills, and queue setups.
  • Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
  • Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
  • Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
  • Build basic data automations to increase the efficiency of Workforce Management processes.


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