Dynamic Scheduling Coordinator

1 day ago


Helsinki, Uusimaa, Finland Wolt Full time

We are looking for an experienced Workforce Management Specialist to join our team. As a Workforce Management Specialist, you will play a critical role in ensuring that our support teams are equipped to meet customer needs efficiently while adhering to labor laws and promoting a positive work environment.

Main Responsibilities:
  • Develop schedules that balance team preferences, compliance, and operational needs to meet forecasted demand and SLAs
  • Standardize and oversee processes for managing support associates' time-off requests, planned absences, and shrinkage
  • Build and refine mid-term forecasting models to align workforce supply with predicted demand
Requirements:
  • 1+ years of experience in contact center workforce management with a focus on scheduling
  • Proficiency with WFM tools (e.g., NICE, Verint, Aspect, Calabrio, Assembled)
  • Advanced Excel skills for data analysis

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