Workforce Management Lead

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.

• 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.

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.