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Regional Scheduling Lead
16 hours ago
As a Regional Scheduling Lead at Wolt, you will play a pivotal role in creating efficient and 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 includes:
- Working with your countries and Regional counterparts to optimize service delivery for customers worldwide;
- Growing and leveling up your team through the WFM Career map and beyond;
- Setting the scheduling strategy for the upcoming quarter and working with internal and external teams to deliver it;
- Building scalable scheduling routines, identifying replication opportunities for global consistency;
- Understanding and interrogating forecasts to make adjustments using expertise and optimize coverage to meet SLAs, efficiency goals, and resolution times;
- Identifying process improvement opportunities and taking the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, always considering agents' well-being;
- Driving accountability for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times);
- Co-owning quarterly OKR target-setting with fellow leads;
- Building smaller-scale forecasts to support exceptional events, such as incidents.
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Regional Scheduling Team Lead
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