Workforce Management Senior Specialist

This job is with Wise, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Wise 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 our team, you will be helping us create an entirely new network for the world's money.

For everyone, everywhere.

More about

our mission

and

what we offer

We’re looking for a Workforce Management Senior Specialist to join our team in the Hyderabad office!

As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with a deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.

Your Mission

Know exactly where SLAs and our metrics stand at any given time

Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders

Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve

Introduce alternative forecasts when asked, based on the situation

Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs

Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices

Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents

Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans

Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives

Create and / or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs

Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation

Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices

This role will give you the opportunity to

Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission

Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build

Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools.

Qualifications Additional Information

For everyone, everywhere. We're people building money without borders

— without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit

Wise.Jobs .

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