Company DescriptionWolt 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. Wolt works together with over 30,000 restaurant and retail partners as well as with over 80,000 courier partners across 23 countries and over 200 cities.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 seconds, in the customer’s own language.We’ve raised more than €707M in financing from renowned U.S. and European based investors, such as ICONIQ Capital, Tiger Global, DST, Prosus, KKR, Coatue, 83North, Goldman Sachs, Highland Europe and EQT Ventures & EQT Growth, among others. We've also been fortunate enough to receive some appreciation and recognition for our hard work along the way: Apple selected Wolt’s app as their Editors' Choice, Wired named the company one of the "Hottest Startups in Europe," Forbes included our CEO Miki Kuusi on its 30-under-30 in Consumer Tech list, and the Nordic Startup Awards named Wolt Company of the Year.In 2020, the Financial Times named us Europe’s second fastest growing company. We’re still expanding rapidly and are looking for more talented individuals to join us. If you are passionate about cutting-edge technology, great food, and making an impact in your city, then Wolt just might be for you.#LI-SL1Job DescriptionAre you a service-minded and data-driven professional looking for your next challenge in the field of Workforce Management and support analytics? Does being a part of one of Europe’s fastest-growing companies interest you? If so, then we'd love to chat!Role backgroundWolt is a technology company that makes it incredibly easy to discover and get the best restaurants, grocery stores and other local shops delivered to home or to the office. Our local commerce platform makes it easy for customers to order whatever they need on one app, for merchants to make additional sales, and for couriers to make meaningful earnings flexibly. Wolt was founded in 2014 and joined forces with DoorDash in 2022. Together, Wolt and DoorDash operate in 27 countries today, serving more than 45 million customers. In Hungary, Wolt’s services are available in more than 60 cities.Our Support Team has been growing rapidly in Hungary to a team of more than 150 Support Associates who are specialized in providing world-class support to our customers and partners. As such, we need a Workforce Manager to take responsibility for shift scheduling, workforce reporting, and headcount planning processes within the Support team.You’ll need to be comfortable and passionate about working with data in a complex, high-paced service operations environment. In this role, you’ll get help and support on the way, but are also expected to be a great independent contributor with an exceptional ability to execute every single day.As this is a new role in the organization you’ll have the opportunity to be part of shaping the position, help to take Wolt’s customer service to new heights, and contribute to our service talents' happiness.What you'll be doingForecast, plan, schedule, analyze, create and communicate Support Shifts, using our WFM and BI tools and - of course - spreadsheets.Ensure data accuracy, insightful reporting and accurate and timely payroll.Analyze data and present key insights from large amounts of Support data: you will help our Support management team to track our team-wide performance metrics and service levels. You will be constantly improving our staffing predictions against actuals.Work together with Team Leads & Head of Support to develop strategies and continuously optimize our forecasting, shift scheduling, and performance management processes.Work in close co-operation with Support Team Leads to continuously balance operational needs, budgeting, and employee experience.Work in close collaboration with our People team, ensuring that employer obligations are always met in shift scheduling.Deliver shift schedules and other reports for payroll and finance, and manage budget forecast.Use data to inspire and initiate other improvements within Support.QualificationsYou have lazer-sharp focus on details, but can also take the “helicopter view” to ensure that successful WFM processes fit our broader Support strategy.Knowledge from shift scheduling and/or resource planning in similar fields (such as accounting, project management, or leading volunteers). Preferably you have managed shifts for 50+ member team.Experience from WFM or Shift Scheduling tools/applications is considered a plus.Solid Excel / Google Sheets skills and knowledge strong interest in data analytics. SQL skills are a plus.Excellent time management and prioritization skills.Good project management and cross-functional collaboration skills.Ability to draw insights from data, make recommendations and communicate complex data in a way everyone can understand.Constant hunger to learn and develop.Fluent in English and HungarianAdditional InformationIf 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!What We Offer
Independent work in a dynamic, international team
Salary package includes SZÉP-card and private health insurance
Discount on Wolt order
Modern work equipment
If you have any further questions about the position before applying, you can turn to:Zsófia Szentes, Talent Acquisition Partner - zsofia.szentes@wolt.com.Please note that we do not accept applications sent by mail. Please submit your application through our careers website!
