Workforce Management Manager

As a Workforce Management Manager at Wolt, you will play a pivotal role in designing and maintaining schedules that ensure exceptional service delivery to our customers. Collaborating closely with the Workforce Management Lead, Planning, and Intraday functions, you will craft schedules that balance operational efficiency with employee satisfaction. Your role involves analytical problem-solving, process optimization, and cross-functional collaboration across multiple countries and teams.

Your key responsibilities include developing schedules that align with team preferences, compliance requirements, and operational needs to meet forecasted demand and service level agreements. You will standardize and oversee processes for managing support associates' time-off requests, planned absences, and shrinkage. Additionally, you will build and refine mid-term forecasting models to align workforce supply with predicted demand, analyze workforce metrics such as occupancy and adherence, and implement process improvements to enhance scheduling accuracy and workforce utilization.

The ideal candidate has at least one year of experience in a contact center workforce management role with a focus on scheduling. Proficiency with workforce management tools such as NICE, Verint, Aspect, Calabrio, or Assembled is essential, along with advanced Excel skills for scheduling and data analysis. A strong analytical mindset, attention to detail, and clear communication skills are crucial. The role requires full professional proficiency in English and is based in Hungary.

Wolt offers a range of benefits, including Wolt Credits, an Employee Assistance Programme (EAP), a Cafeteria plan with SZÉP card, and provisions for breakfast, fruits, and snacks in the office. We are committed to fostering an inclusive community and provide opportunities for professional growth and development within a dynamic and expanding company.