Wolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to your home or office. Since launching 10 years ago, Wolt has expanded from a restaurant food delivery platform in the Nordics to a leading player in the delivery of everything across EMEA. Wolt works together with tens of thousands of restaurant and retail partners, as well as with over a hundred thousand courier partners across 25 countries and 300+ cities. In November 2020 Wolt and DoorDash announced they are joining forces, and we are now a team of one. We continue to expand rapidly and are looking for more talented individuals to join us.

Wolt not only offers great apps to customers and partners, but is also developing a broad range of technologies and solutions. Our apps (iOS and Android) have the industry’s highest reviews, largely because of our customer-centric approach to how we build our products and operations. For example, our customer service team responds in a matter of minutes, in the customer’s own language.

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.

Are you an experienced shift planner 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

Wolt has been growing rapidly in Greece ever since we entered the market in Athens in January 2019, and we've now expanded into 6 other cities as well.

As a company we've always prided ourselves on providing truly outstanding customer service and as the business has grown so has our Support team! As such, we need a Shift Planner (WFM) to take responsibility for shift scheduling and headcount planning processes within the Support team.

You’ll need to be comfortable with working with data in complex, high-paced service operations environment. In this role, you’ll get a lot of help and support on the way, but is also expected to be an amazing independent contributor with an exceptional ability to execute every single day.

What you'll be doing

• Create and maintain shift schedules for our delivery workforce using our WFM and BI tools and spreadsheets.
• Monitor and analyze shift performance metrics to identify areas for improvement.
• Collaborate with different teams to ensure staffing levels are optimized.
• Maintain accurate and up-to-date records of shift schedules, time off requests, and other related data. One of your main success criteria will be to constantly improve our staffing predictions against actuals!
• Develop and implement efficient shift planning procedures to enhance workforce productivity.
• Work together with Team Leads, Support Managers & Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling and performance management processes
• Work in close co-operation with Head of Support to continuously balance operational needs, budgeting and employee experience
• Deliver shift schedules and other reports for payroll and finance

• Solid previous Contact Center WFM experience
• You are able to think on your feet and multi-tasking is your second nature
• You have lazer-sharp focus on details, but can also take the “helicopter view” to ensure that successful WFM processes fit our broader Support strategy
• You are tech-savvy and seek to learn and teach others in how to use our Customer Support tools
• Excellent organizational and analytical skills.
• Proficient in using workforce management software and tools (SQL knowledge is a plus)
• Fluent in English and Greek

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!