Workforce Optimization Manager

2 weeks ago


Helsinki, Uusimaa, Finland Wolt Full time

We are seeking a highly skilled Workforce Management Specialist to join our dynamic Workforce Management (WFM) team. As a key member of the team, you will play a pivotal role in designing and maintaining schedules that ensure exceptional service to our customers.

Key Responsibilities:
  • Develop and implement scheduling strategies to balance operational efficiency with employee satisfaction
  • Collaborate with the WFM Lead, Planning, and Intraday functions to craft schedules that meet forecasted demand and SLAs
  • Analyze workforce metrics like occupancy, adherence, and shrinkage to provide actionable insights for optimization
  • Identify and implement process improvements to enhance scheduling accuracy and forecasting precision
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
  • Strong analytical mindset to interpret data and recommend improvements


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