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

  • Workforce Planning Specialist

    2 weeks ago

    Tallinn, Harjumaa, Estonia Bolt 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 UsWith 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...

  • WFM Capacity Planning Analyst

    7 days ago

    Tallinn, Harjumaa, Estonia Wise Full time €120,000 - €150,000 per year

    Company DescriptionWise is a global technology company, building the best way to move and manage the world's money.Min fees. Max ease. Full speed.Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.As part of...

  • Strategic Planning Specialist

    2 days ago

    Tallinn, Harjumaa, Estonia Civitta Full time €45,000 - €55,000 per year

    Does contributing to the smooth operations of a leading EU Agency appeal to you? Then this could be your next opportunityAbout the AgencyOur client,eu-LISA, is the European Union Agency responsible for operating large-scale IT systems that help keep Europe safe and support cooperation in areas like security, migration, and justice. Civitta providestemporary...

  • Senior Product Manager, Customer Support Ecosystem

    2 days ago

    Tallinn, Harjumaa, Estonia Bolt Technology Full time €60,000 - €120,000 per year

    We're looking for a skilled Senior Product Manager to lead the evolution of Bolt's Support EcosystemAbout usWith 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,...

  • Exposure Specialist

    2 days ago

    Tallinn, Harjumaa, Estonia Ludicrum Tech Full time €30,000 - €60,000 per year

    Join Our Team as a Exposure Specialist in the thriving iGaming Industry This is a 100% remote position available for employment in the following countries only: Bulgaria, Croatia, Cyprus, Estonia, Latvia, Lithuania, North Macedonia, Poland, Romania, Turkey and Ukraine.Who we are? Ludicrum is redefining iGaming, blending creativity with technology to...

  • Site Specialist II

    4 days ago

    Tallinn, Harjumaa, Estonia ICON plc Full time €45,000 - €55,000 per year

    Site Specialist II - Riga, Latvia - homebasedICON plc is a world-leading healthcare intelligence and clinical research organization. We're proud to foster an inclusive environment driving innovation and excellence, and we welcome you to join us on our mission to shape the future of clinical developmentRole Summary:Support preparation, process and tracking of...

  • Dropshipping Specialist

    5 days ago

    Tallinn, Harjumaa, Estonia Tribe Beauty Studio Full time €30,000 - €60,000 per year

    We're launching a newbeauty products dropshipping venturebased in Tallinn, Estonia — focused on identifying and selling high-demand skincare and beauty products across Europe. As the business scales, we'll transition from dropshipping to stocking and branding our own product lines.We're looking for ahands-on, data-driven E-Commerce Merchandiser /...

  • Digital Content Specialist

    7 days ago

    Tallinn, Harjumaa, Estonia Magnetic Group Full time €45,000 - €55,000 per year

    At Magnetic Group, we take immense pride in our people and the work that we do. Passion is what drives us, and the mission to help aviation companies help the world is what unites us. If it resonates with you and you have the same values as us, you could become part of our team and shape the industry's future together.We are looking for a Digital Content...

  • Store Experience Manager 40h

    7 days ago

    Tallinn, Harjumaa, Estonia H&M Group Full time €30,000 - €60,000 per year

    Job Description As the Store Experience Manager, you will be responsible for the overall performance of an individual store, with a primary focus on delivering great customer experiences that drive sales and profitability. Your leadership will be pivotal in guiding a dedicated team to efficiently run the store operations. By prioritising both direct...

  • Account Manager, Public Sector Baltics

    2 weeks ago

    Tallinn, Harjumaa, Estonia Amazon Full time €104,000 - €130,878 per year

    Would you like to be part of a team focused on increasing adoption of Amazon Web Services by engaging public sector strategic accounts in the Baltics? Do you have the business savvy and the technical background necessary to help establish Amazon as a key technology platform provider? As Enterprise Account Representative you will have the exciting opportunity...