Workforce Management Planner

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

You’ll create, optimize and own capacity plans for the North region, ensuring we meet service-level agreements while balancing cost, customer experience and agent wellbeing. You will also turn data into clear insights, lead forecasting improvements, and collaborate with cross-functional teams to drive an efficient operating model.

Day-to-day in this role you’ll:

• Own capacity plans for multiple countries and optimise them to meet service-level targets.

• Analyse performance, compare expectations vs reality, and translate data into meaningful insights for support teams.

• Conduct scenario modelling, sensitivity analysis and ad-hoc simulations to guide resource allocation decisions.

• Recommend and implement operating-model changes (skills, contracts, queue design, network setup).

• Chair/facilitate governance sessions with Product, Operations, Finance and Recruitment to integrate upcoming changes and shape hiring needs.

• Improve MAPE accuracy, co-own quarterly OKR target-setting, and build light data automations to streamline WFM processes.

Our humble expectations

• Experience in workforce management planning across multi-site or multi-country environments.

• Strong analytical skills and ability to translate data into operational recommendations.

• Confidence in building forecasts, running scenario simulations and performing sensitivity analysis.

• Ability to collaborate effectively with cross-functional stakeholders and present insights clearly.

• Comfortable owning complex capacity models and driving improvements independently.

• Familiarity with key WFM metrics such as MAPE, shrinkage, occupancy and service level.

• Experience with Python/any other coding platform

Next steps

If this role sounds like a great match for you, we’d love to get to know you better.

Our Commitment to Diversity and Inclusion

We’re committed to growing and empowering a more inclusive community within our company, industry, and cities. That’s why we hire and cultivate diverse teams of people from all backgrounds, experiences, and perspectives. We believe that true innovation happens when everyone has room at the table and the tools, resources, and opportunity to excel.