Workforce Management Planner (Vienna, Austria)

Workforce Management Planner

Company Overview

Wolt is a Helsinki-based technology company with a mission to bring joy, simplicity and earnings to the neighborhoods of the world. Wolt develops a local commerce platform that connects people looking to order food, groceries, and other goods with people interested in selling and delivering them. Wolt was founded in 2014 and joined forces with DoorDash (NASDAQ: DASH) in 2022. Together, we operate in more than 30 countries today.

Job Summary

As a WFM Planner, you will join a dynamic Workforce Management team, collaborating with 5-6 other WFM planners to own and deliver capacity plans for your region. You will work closely with a dedicated WFM Analyst and be supported by a Global Planning Lead to ensure data-driven decision-making and optimal operational efficiency. Together, you will develop robust frameworks, analyze scenarios, and deliver actionable insights to help the organization meet its service-level agreements and cost targets. This role requires strong analytical skills, a proactive approach to problem-solving, and the ability to manage complex, multi-country capacity planning efforts effectively.

Key Responsibilities

• Create and manage long term forecasting, capacity plans and hiring plans for your region, covering multiple sites and approximately eight countries, ensuring customer support aligns with service-level agreements.
• Generate reports on performance metrics such as handling time, occupancy, shrinkage, and other operational metrics, transforming data into actionable insights to improve efficiency.
• Conduct ad-hoc scenario simulations and sensitivity analyses to ensure optimal resource allocation under varying conditions.
• Provide recommendations and drive changes to improve customer experience, agent well-being, and cost-efficiency, considering factors like contracts, skills, and queue setups.
• Lead planning governance for your region, including facilitating sessions with product, operations, finance, and recruitment teams to incorporate changes and produce actionable hiring plans.
• Regularly review and enhance the Mean Absolute Percentage Error (MAPE) of forecasts.
• Co-own quarterly OKR target-setting with your Global Planning Lead to align with organizational objectives.
• Build basic data automations to increase the efficiency of Workforce Management processes.

Requirements / Qualifications

• You have experience in forecasting, capacity planning, and scenario modeling within a Workforce Management context.
• You possess a strong ability to analyze data, develop actionable insights, and create detailed performance reports.
• Advanced skills in Excel or similar tools are essential; familiarity with BI tools like Looker is a plus.
• You can independently identify and address issues, even in ambiguous or unfamiliar situations.
• You have a track record of identifying opportunities for automation and efficiency improvements, with a focus on optimizing outcomes.
• You excel at managing relationships with internal and cross-functional teams, ensuring alignment and clear communication.
• You are adept at translating strategy into operational plans, considering customer needs, agent well-being, and organizational goals.
• You are a self-starter who takes ownership of challenges and drives solutions proactively.

Location

Vienna, Austria, Remote: False

Employment Type

Full Time

Salary & Benefits

We offer an attractive base salary starting at 58,172€ (40h/week) which is adjusted and increased depending on qualifications and professional experience.

Application Process

If you are excited about working in a high-growth environment, taking ownership, and being part of an extremely ambitious team, then click below to apply and get the conversation going! We will be reviewing applications on an on-going basis, so if this sounds like an opportunity you want to pursue, apply today! If you have any further questions about the position before submitting an application, you can turn to: Laura Ilioaea - Talent Acquisition Partner [email protected] Please note that we do not accept applications coming in via email. Please submit your application in English via our career page.

Equal Opportunity Statement

Our Commitment to Diversity, Equity & Inclusion We want to have all sorts of people in our team – people like you and me, and people different from you and me. To be able to work with diverse teammates – when it comes to gender, age, ethnicity, life background, sexual orientation, political views, religion, or any other personal trait – we consciously aim to offer equal opportunity for everyone to work with us. This is because we believe diverse teams make the most thought-through decisions and build things in the most inclusive way.Join us today to build Wolt together.