Workforce Manager

3 days ago

Belgrade, Central Serbia Wolt - English Full time
About Wolt

At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we're building the delivery of (almost) everything and you'll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe.

Working at Wolt isn't always easy, but it's definitely exciting. Here you'll learn more, build more, and ship more than in most other companies. You'll be challenged a lot, but also have a lot of fun on the way. So, if you're a self-starter with drive and entrepreneurial spirit, this could be the ride of your life.

What you'll be doing

As a Workforce Manager, you'll be at the core of shaping and optimizing schedules that balance employee satisfaction with operational efficiency. You'll work closely with planning and intraday teams to support high-performing customer service operations across multiple countries. Your work will drive improvements in forecasting, compliance, and scheduling accuracy.

Day-to-day in this role you'll:

  • Develop schedules that meet business needs while respecting employee preferences and legal requirements
  • Manage time-off requests, planned absences, and shrinkage processes
  • Build and enhance forecasting models to align staffing with demand
  • Monitor and analyze workforce metrics like adherence and occupancy
  • Collaborate with international teams to standardize scheduling practices
  • Establish continuous improvement loops across WFM functions
Our humble expectations
  • 1+ years of experience in workforce management within a contact center
  • Strong skills in WFM tools like NICE, Verint, Aspect, Calabrio, or Assembled
  • Proficiency in Excel for schedule planning and data analysis
  • Sharp attention to detail and a solution-oriented mindset
  • Strong communication skills and a collaborative, international work approach
  • Full professional proficiency in English
  • You are located in Hungary/Serbia/Romania
Next steps

If this role sounds like a fit for you, we'd love to get to know you. Apply now and let's build something great together

Our Commitment to Diversity and Inclusion

We're committed to growing and empowering a more inclusive community within our company, industry, and cities. That's why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.

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