Workforce Optimization Specialist

1 month ago


Stockholm, Stockholm, Sweden Wolt Full time

About Wolt

Wolt is a fast-growing tech company that operates in Europe's rapidly expanding food delivery market. We are looking for highly skilled professionals to join our team and contribute to our mission of becoming the go-to food delivery platform.

Job Summary

We are seeking an experienced Workforce Management Specialist to join our team in Sweden. As a Workforce Management Specialist, you will play a crucial role in optimizing our scheduling operations to achieve optimal accuracy and service levels.

Main Responsibilities

  • You will be responsible for owning scheduling across your country or countries, designing and implementing efficient scheduling routines to optimize scheduling accuracy and Service Levels.
  • You will develop and control standardized processes and policies to effectively manage agent time-off requests, planned absences, and shrinkage, ensuring all shrinkage factors are well predicted and accounted for.
  • You will analyze historical data, predict demand patterns, and assist in mid-term planning to ensure workforce aligns with forecasted demand.
  • You will produce and analyze reports on workforce metrics, such as occupancy, adherence, and shrinkage, providing actionable insights to optimize schedules.
  • You will work with your counterparts across our other countries to standardize our ways of working and develop global scheduling routines.
  • You will listen to our Support team members and find ways to improve their shift scheduling experience.

Requirements

  • You have experience in a contact center workforce management role with a specific focus on scheduling responsibilities.
  • You are proficient in workforce management scheduling tools (e.g., NICE, Verint, Aspect, Calabrio, Assembled).
  • You have advanced Excel skills for scheduling and data analysis.
  • You've got a strong analytical mindset with the ability to interpret data, identify trends, and apply insights to create efficient and balanced schedules.
  • You are able to work meticulously, ensuring that every schedule is accurate, fair, and aligned with our operational needs.
  • You have clear and concise communication skills to provide scheduling insights and recommendations to both agents and leadership.

Compensation Package

We offer a competitive salary range of €55,000 - €70,000 per year, depending on experience, as well as a comprehensive benefits package, including health insurance, retirement savings plan, and paid time off. Our salary range has been estimated based on industry standards for similar positions in the region.



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