Workforce Management Senior Specialist

Were looking for a Workforce Management Senior Specialist to join our Operational team in our 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. Youll be leveraging our WFM tools providing support and expertise to our agents and operational leads. This coupled with 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.

This position is ideal for a strategic thinker who uses data to build resilient efficient operational plans bridging the gap between high-level forecasting and flawless execution.

Your Mission

Strategic Forecasting & Capacity Planning :

Create and maintain long-term (12-18 month) rolling capacity plans ensuring strategic alignment with business goals and financial targets.

Develop sophisticated scenario models to anticipate a range of demand conditions recommending optimal resource and hiring strategies to senior management.

Collaborate closely with analytics and data science teams to test validate and enhance forecast models performing deep-dive analyses on forecast accuracy (e.g. wMAPE).

Partner with recruitment and finance teams to ensure hiring pipelines and budgets are directly aligned with long-range capacity requirements.

Tactical Schedule Development

Translate complex forecasts into optimized agent schedules and shift patterns managing the end-to-end process from creation to final publication.

Proactively design schedules that safeguard service levels (SLAs) by analyzing historical performance data seasonality and business intelligence.

Develop and document scheduling strategies and contingency plans to mitigate the impact of potential operational disruptions before they occur.

Performance Analysis & Reporting

Conduct in-depth analysis of workforce metrics to identify key trends risks and opportunities for improvement across all planning horizons.

Prepare and deliver clear insightful reports and presentations for all levels of management from post-day performance summaries to quarterly strategic capacity reviews.

Use data to build compelling narratives that engage operational teams and drive continuous improvement in key performance metrics.

Process Improvement & Stakeholder Collaboration

Identify and implement process improvements across the entire WFM planning and scheduling lifecycle to enhance accuracy efficiency and effectiveness.

Serve as a central communication hub expertly articulating capacity plans and performance insights to operational teams support functions and senior leadership.

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 : About you

You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally you are dedicated to our mission at Wise and prioritise customer satisfaction.

Youre a good communicator. Youve got excellent verbal and written English skills and youve worked internationally cross-team or cross-geo before so youll quickly pick up on how best to communicate effectively across different cultures and time zones. We want someone who can effectively communicate complex information clearly to a non WFM / technical audience.

You welcome an open feedback culture happy both giving and receiving feedback to or from anyone in the organisation. You get it done. You have track record of identifying and resolving issues independently taking initiative even under unfamiliar or ambiguous circumstances

You understand numbers. Youre keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind

Lean knowledge to document and improve processes in a structured manner is preferred but not required

Previous knowledge of contact centre planning scheduling and intraday management using workforce management tools required

Additional Information :

For everyone everywhere. Were people building money without borders  without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.

Were 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 its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work : No

Employment Type : Full-time

Key Skills

General Insurance,Corporate Sales,Cost Estimation,Benefits & Compensation,Heavy Equipment,AC Maintenance

Experience : years

Vacancy : 1