Workforce Planning Specialist

2 weeks ago

Tallinn, Harjumaa, Estonia Bolt Technology Full time €40,000 - €60,000 per year

We are seeking for WFM Analyst who plays a key role in driving real-time support excellence by ensuring accurate scheduling, optimal staffing, and proactive response to workload fluctuations. 


About us

With over 200 million customers in 50+ countries, Bolt is one of the fastest-growing tech companies in Europe and Africa. And it's all thanks to our people.

We believe in creating an inclusive environment where everyone is welcome, regardless of race, colour, religion, gender identity, sexual orientation, age, or disability.

Our ultimate goal is to make cities for people, not cars, and we need your help to achieve this mission

About the role

This role bridges daily operations between in-house and BPO teams, enabling efficient delivery of service levels while minimizing wait times and backlog buildup.

Main tasks and responsibilities:

  • Ensure accuracy in agent scheduling and break planning across shifts and regions (targeting 95%+ accuracy).
  • Balance forecasted demand with available staffing across multiple verticals and languages.
  • Lead and facilitate regular capacity and forecasting meetings, ensuring accurate documentation of updates, changes, and key decisions.
  • Demonstrate a solid understanding of basic forecasting models, with the ability to explain methodologies in a clear, business-oriented way.
  • Oversee smooth shift handovers, monitoring KPIs (e.g., first response time, occupancy, backlog trends), and escalating anomalies.
  • Contribute to daily/weekly reporting on capacity, staffing efficiency, and SLA delivery while feeding insights into long-term forecasting improvements.

About you:

  • You bring proven experience in workforce management or real-time support operations.
  • You have strong analytical skills with the ability to interpret data and identify actionable trends.
  • You thrive in a fast-paced, high-volume environment and remain calm under pressure.
  • You are an effective communicator who collaborates seamlessly with cross-functional and external teams.
  • You are detail-oriented, highly organized, and comfortable working across multiple time zones.
  • You are proactive, solutions-driven, and adaptable to sudden changes in workload or priorities.


Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don't tick every box, please consider applying

#LI-Hybrid

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