Workforce Management Specialist
About this role
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.
Responsibilities
- Create and maintain schedules aligned with demand forecasts, SLA requirements, and employee preferences
- Manage time-off requests, planned absences, and shrinkage with standardized processes
- Build and fine-tune mid-term forecasting models to match staffing needs
- Analyze key workforce metrics such as adherence and occupancy for continuous improvement
- Collaborate with international teams to harmonize scheduling practices
- Maintain strong communication with agents and leadership to enhance agent experience
- At least 1 year of experience in contact center workforce management, especially scheduling
- Proficient in WFM tools like NICE, Verint, Aspect, Calabrio, or Assembled
- Advanced Excel skills and a detail-oriented approach to planning
- Strong analytical skills to translate data into actionable insights
Requirements
- Clear communicator able to present complex ideas simply
- Comfortable collaborating with cross-functional and multicultural teams
- Wolt Credits
- Employee Assistance Programme (EAP)
- Cafeteria - SZÉP card - Wolt Magyarország Kft
- All You Can Move
- Volunteer Day
- Breakfast, fruits and snacks in the office
- Dog-friendly office
- LinkedIn Learning
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 Management Specialist, you’ll play a key role in designing and managing schedules that balance operational efficiency with employee satisfaction. You’ll collaborate with the WFM Lead and international teams to ensure accurate forecasting, compliance, and continuous improvement. Day-to-day in this role you’ll: Create and maintain schedules aligned with demand forecasts, SLA requirements, and employee preferences Manage time-off requests, planned absences, and shrinkage with standardized processes Build and fine-tune mid-term forecasting models to match staffing needs Analyze key workforce metrics such as adherence and occupancy for continuous improvement Collaborate with international teams to harmonize scheduling practices Maintain strong communication with agents and leadership to enhance agent experience Our humble expectations: At least 1 year of experience in contact center workforce management, especially scheduling Proficient in WFM tools like NICE, Verint, Aspect, Calabrio, or Assembled Advanced Excel skills and a detail-oriented approach to planning Strong analytical skills to translate data into actionable insights Clear communicator able to present complex ideas simply Comfortable collaborating with cross-functional and multicultural teams