
Workforce Planning Specialist
4 days ago
At Wolt, we're on a mission to transform the way people order food and groceries. Our Workforce Management Planner will play a crucial role in ensuring our operations run smoothly and efficiently.
Job DescriptionThis is a unique opportunity to join our dynamic Workforce Management team as a Capacity Management Coordinator. As a key member of our planning team, you'll work closely with our dedicated analysts and global leaders to drive data-driven decision-making and optimize operational efficiency.
The successful candidate will possess strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex capacity planning efforts effectively.
Key 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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