Regional Scheduling Operations Lead

10 hours ago


Stockholm, Stockholm, Sweden Wolt Full time
Job Overview

We are seeking a highly skilled Regional Scheduling Operations Lead to join our Workforce Management team. As a key member of the team, you will be responsible for leading a group of schedulers and overseeing the creation of efficient schedules that balance operational goals.

The ideal candidate will have a strong understanding of workforce management principles, including forecasting, capacity planning, and scheduling. You will work closely with the Global Scheduling Lead and other teams to ensure alignment across functions and provide support as a key escalation point for complex challenges.

  • Refine scheduling practices and develop mid-term forecast models to drive accuracy and efficiency.
  • Collaborate with the Planning and Intraday teams to ensure smooth operations and meet organizational and customer needs effectively.
  • Grow and level up your team by supporting their development through the WFM Career map and beyond.
  • Set the scheduling strategy for the upcoming 3 months and work with internal and external teams to deliver results.
  • Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices.
Key Responsibilities
  • Lead a team of schedulers and oversee the creation of efficient schedules.
  • Develop and implement strategies to drive scheduling accuracy and efficiency.
  • Collaborate with cross-functional teams to ensure smooth operations and meet organizational and customer needs effectively.
  • Identify and address any operational issues or concerns.
Requirements
  • A minimum of 1 year of experience in a people leadership role or 1 year in a Workforce Management role.
  • Experience creating schedules in a contact centre environment.
  • A strong understanding of workforce management principles, including forecasting, capacity planning, and scheduling.
  • Excellent problem-solving skills and ability to work independently in ambiguous situations.
  • Strong communication and stakeholder management skills.
  • Data-driven approach with advanced Excel/Spreadsheets skills.


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