Workforce Management Lead

Company Description

Wolt is a Helsinki-based technology company that provides an online platform for consumers, merchants and couriers. It connects people looking to order food and other goods with people interested in selling and delivering them. To enable this, Wolt develops a wide range of technologies from local logistics to retail software and financial solutions – as well as operating its own grocery stores under the Wolt Market brand. Wolt’s products include Wolt+ (subscription service for customers), Wolt for Work (meal benefits and office deliveries for companies), Wolt Drive (fast last-mile deliveries for merchants) and Wolt Self-Delivery (service for merchant partners with their own delivery staff). Wolt’s mission is to make cities better by empowering and growing local communities. Wolt was founded in 2014 and joined forces with DoorDash in 2022. DoorDash operates in 29 countries today, 25 of which are with the Wolt product and brand.

So, why work at Wolt?

At Wolt, we’re about getting things done.

You’ll probably enjoy it here if you like taking ownership, developing yourself and being around friendly, humble and ambitious people.

We work hard to make cities into better places, and it’s pretty cool seeing us grow every week. If you’re passionate about building things that just… work, Wolt might be for you.

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.

#LI-LI1

Job Description

Are you an experienced workforce manager with a passion for delivering exceptional service? Does designing and launching plans to increase staffing efficiency within one of Europe’s fastest-growing tech companies sound like your next adventure? If so, then we’d love to chat!

Role background
At Wolt, we’ve always taken pride in delivering truly exceptional customer service, and as our business has grown, so has our Support team! With that growth, we’re excited to be looking for a Workforce Planning Lead to elevate our support operations by optimizing shift scheduling and headcount planning, driving our team to new heights of efficiency and excellence.
As a Workforce Planning Lead, you will play a key role in optimizing workforce management within our Support team, ensuring we continue delivering exceptional customer service as we grow. This role requires a data-driven, strategic thinker who thrives in a dynamic, fast-paced environment. You will lead the workforce planning function, overseeing scheduling, headcount planning, and team performance while driving continuous improvements in our processes.

Reporting to the Head of Support, you’ll manage a dedicated Workforce Management (WFM) team, collaborating with leadership and cross-functional stakeholders to meet our operational and strategic goals.
What you’ll be doing:
Workforce Planning & Scheduling

• Forecast and plan headcount needs in collaboration with the Head of Support and your WFM team, aligning with business demands and budget.
• Design and maintain efficient shift schedules using tools like Quinyx and Looker, ensuring optimal resource allocation and compliance with policies.
• Manage and update records for time-off requests, leaves, and other scheduling elements, providing accurate data for HR, payroll, and finance teams.

Performance Monitoring & Improvement

• Analyze workforce data to refine forecasting, scheduling, and performance management processes.
• Optimize SLAs and other key metrics to enhance customer and partner experience.
• Lead strategies to improve productivity and resource utilization while maintaining operational flexibility
• Run regular reviews in conjunction with the Head of Support for Service Level perfromance

Team Leadership & Development

• Manage the WFM team’s workload, performance, and professional development, creating career growth opportunities for team members.
• Ensure effective coverage across all shifts and maintain a motivated, high-performing team.

Strategic Support & Collaboration

• Partner with Support Team Leads on recruitment and onboarding to meet staffing requirements.
• Contribute to strategic planning initiatives and lead delegated tasks or projects from the Head of Support or Country Manager.
• Prepare contingency plans for emergencies and step in for leadership roles during absences as needed.

Qualifications

• Proven experience in workforce management, including forecasting, shift planning, and live monitoring.
• Previous people management experience with a track record of building and developing teams.
• Analytical and systematic approach to problem-solving, with strong organizational and multitasking abilities.
• Proficiency in workforce management tools (e.g., Quinyx, Looker) and advanced Excel skills.
• Self-motivated with a “can-do” attitude and strong ownership of responsibilities.
• Strategic thinker with a detail-oriented approach to managing complex processes.
• Fluent in English, with excellent communication and interpersonal skills.
• Experience in Support operations is a plus.

Additional Information

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.