Wolt has been growing rapidly in Greece ever since we entered the market in Athens in January 2019, and we've now expanded into 6 other cities as well.
As a company we've always prided ourselves on providing truly outstanding customer service and as the business has grown so has our Support team! As such, we need a Workforce Management Specialist to take responsibility for shift scheduling and headcount planning processes within the Support team.
You’ll need to be comfortable with working with data in complex, high-paced service operations environment. In this role, you’ll get a lot of help and support on the way, but are also expected to be an amazing independent contributor with an exceptional ability to execute every single day.
What you'll be doing
Forecast, plan, schedule, analyze, create and communicate Support Shifts, using our WFM and BI tools and - of course - spreadsheets.
Analyze data and present key insights from large amounts of Support data : you will help our Support management team to track our team-wide performance metrics and service levels.
One of your main success criteria will be to constantly improve our staffing predictions against actuals!
Work together with Team Leads, Support Managers & Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling and performance management processes.
Work in close co-operation with Support Managers and Support Team Leads to continuously balance operational needs, budgeting and employee experience
Deliver shift schedules and other reports for payroll and finance
Our humble expectations
You are proactive, service-minded and enjoy working with people
You are tech-savvy and seek to learn and teach others in how to use our Customer Support tools
You have lazer-sharp focus on details, but can also take the helicopter view to ensure that successful WFM processes fit our broader Support strategy
Knowledge from shift scheduling and / or resource planning in similar fields (such as accounting, project management or leading volunteers).
Experience from WFM or Shift Scheduling tools / applications is considered a plus.
Solid Excel / Google Sheets skills and knowledge in / strong interest towards data analytics. SQL skills are a plus.
Fluent in English and Greek.