Workforce Management Planner
As a Workforce Management Planner at Wolt, you will be responsible for creating, optimizing, and owning capacity plans for the North region, ensuring the company meets service-level agreements while balancing cost, customer experience, and agent well-being. You will collaborate with cross-functional teams to drive an efficient operating model and turn data into clear insights to lead forecasting improvements.
Your key responsibilities will include owning capacity plans for multiple countries and optimizing them to meet service-level targets. You will analyze performance, compare expectations versus reality, and translate data into meaningful insights for support teams. Additionally, you will conduct scenario modeling, sensitivity analysis, and ad-hoc simulations to guide resource allocation decisions. Recommending and implementing operating-model changes, such as skills, contracts, queue design, and network setup, will also be part of your role. Facilitating governance sessions with Product, Operations, Finance, and Recruitment to integrate upcoming changes and shape hiring needs is expected. Furthermore, you will work to improve MAPE accuracy, co-own quarterly OKR target-setting, and build light data automations to streamline workforce management processes.
The ideal candidate will have experience in workforce management planning across multi-site or multi-country environments. Strong analytical skills and the ability to translate data into operational recommendations are essential. Confidence in building forecasts, running scenario simulations, and performing sensitivity analysis is required. The ability to collaborate effectively with cross-functional stakeholders and present insights clearly is important. Comfort in owning complex capacity models and driving improvements independently is expected. Familiarity with key workforce management metrics such as MAPE, shrinkage, occupancy, and service level is necessary. Experience with Python or any other coding platform is also desirable.
Wolt offers a dynamic and exciting work environment where you will learn more, build more, and ship more than in most other companies. You will be challenged a lot but also have a lot of fun along the way. If you are a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.