Workforce Management Regional Scheduling Lead, Shared Services

About Wolt

Wolt is a technology-driven company that enhances convenience and earnings in local communities worldwide. Founded in 2014 initially as a restaurant delivery platform, the company has expanded to deliver a wide range of products across more than 500 cities in 30 countries. In 2022, Wolt merged with DoorDash, advancing its global expansion and innovative journey.

Working at Wolt offers a challenging yet rewarding experience where employees gain extensive learning, development, and implementation opportunities. The company values self-driven individuals with an entrepreneurial mindset ready to embrace exciting challenges.

Role Overview and Responsibilities

• Lead and mentor a team composed of 3-4 local team leads and their respective scheduling teams, fostering their professional growth and productive performance.
• Develop and implement strategic scheduling plans for the upcoming months, covering all shared service centers under your responsibility.
• Create and refine efficient, scalable scheduling processes to ensure reliable and consistent workforce scheduling outcomes.
• Work in close cooperation with Planning and Intraday teams to synchronize forecasting and workforce coverage.
• Utilize data analytics to generate actionable insights aimed at enhancing scheduling accuracy and service quality.
• Spot and champion opportunities for automation and continuous enhancement of workforce management (WFM) methodologies and practices.

Qualifications and Requirements

• A minimum of two years’ experience leading teams, ideally within similar operational environments.
• At least two years spent in workforce management roles with a focus on scheduling.
• Practical experience creating and managing schedules in contact center settings.
• Comprehensive understanding of forecasting techniques, capacity planning, workforce scheduling, and real-time management strategies.
• Proven ability to independently navigate ambiguous problems and devise effective solutions.
• Strong interpersonal and communication skills for confident stakeholder engagement.
• Advanced proficiency in Excel or Google Sheets and familiarity with business intelligence tools like Looker.

Benefits and Work Environment

• Work in a collaborative international team that values diverse perspectives and inclusion.
• Gain opportunities for continuous professional growth and career development.
• Participate in cross-functional projects and strategic initiatives offering broad exposure.
• Contribute tangibly to operational enhancements and improve customer experiences.

Our Diversity and Inclusion Pledge

We are committed to fostering an inclusive workplace that supports diversity across backgrounds, experiences, and views. We believe innovation thrives when equitable opportunity and resources are available to all team members.