CS Workforce Planning SpecialistCS Workforce Planning Specialist

About Bolt Bolt is shaping a future where cities are built for people, not cars. What started as an ambitious project of a 19-year-old in 2013 has grown into a global mobility platform used by more than 200 million customers and 4.5 million driver and courier partners across 50 countries. From ride-hailing and food delivery to scooters, e-bikes, and car-sharing, Bolt helps people move through cities every day. Small, autonomous teams drive this work, combining the speed and ownership of a startup with the scale of a global technology company backed by more than €1bn in funding. And we're just getting started. Why join Bolt? Build the future of mobility and help transform how people live and move in cities. Tackle challenges at scale that span technology, operations, regulation, and growth. Take real ownership early. Small, lean teams mean your decisions matter from day one, and you'll learn fast alongside some of the best people in the industry. Join one of Europe's leading technology companies, backed by world-class investors including Sequoia. About the role The Customer Support Workforce Planning Specialist plays a key role in driving real-time support excellence by ensuring accurate scheduling, optimal staffing, and proactive response to workload fluctuations. 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 Scheduling and Forecast Execution. Ensure 95%+ accuracy in agent schedules and break planning across shifts and regions Real-time response and backlog support. Proactively track live queues and raise resourcing gaps or operational risks to ops manager Shift and Performance Coordination. Ensure smooth shift handovers and uninterrupted support during time zone transitions Data Visibility and Operational Reporting. Assist in daily/weekly reporting on capacity, staffing efficiency, and SLA delivery Why you’ll love it here Accelerate your professional growth with unique career opportunities. Enjoy a rewarding salary and stock options, knowing that as Bolt succeeds, so do you. Take care of your physical and mental health with our wellness perks. Celebrate 5 years at Bolt with a 1-month paid sabbatical to recharge. Connect with colleagues at annual company events and smaller team gatherings. Balance flexibility and in-person collaboration with our hybrid model, including at least 12 monthly in-office days. Some perks may differ depending on your location and role.