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Workforce Management Regional Scheduling Lead, Shared Services

Wolt
Backend Developer • Lead • Vor Ort • Vollzeit • 📍 Budapest +3
📄 Originalanzeige ansehen (EN)

A leadership role heading a team of leads and schedulers across Wolt's shared service centres, ensuring accurate and efficient workforce scheduling that supports strong service delivery, partnering with cross-functional teams to optimise forecasting and drive continuous improvements in WFM performance.

Responsibilities

  • ▹Lead and develop a team of 3-4 local leads and their respective teams, supporting their growth and performance
  • ▹Define and execute scheduling strategy for the upcoming months across all shared service centres
  • ▹Build and improve scalable scheduling routines to ensure accuracy and consistency
  • ▹Collaborate closely with Planning and Intraday teams to align forecasts and coverage
  • ▹Analyse data to generate insights and improve scheduling accuracy and service levels
  • ▹Identify opportunities for automation and process improvements across WFM practices

Requirements

  • ▹At least 2 years of experience leading a team
  • ▹At least 2 years in a WFM role
  • ▹Hands-on experience with scheduling in a contact centre environment
  • ▹Strong understanding of forecasting, capacity planning, scheduling and real-time management
  • ▹Ability to work independently and solve complex problems in ambiguous situations
  • ▹Confident stakeholder management and strong communication skills
  • ▹Advanced Excel or Google Sheets skills and experience with BI tools such as Looker

Soft skills

Leadership and team developmentIndependent problem-solving in ambiguous situationsConfident stakeholder managementStrong communication

What we offer

  • ▹A collaborative and international work environment
  • ▹Opportunities for professional growth and development
  • ▹Exposure to cross-functional projects and strategic initiatives
  • ▹A chance to make a real impact on operational performance and customer experience