Workforce Management Lead

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.

As a Workforce Management (WFM) Lead, you will play a crucial role in supporting our agents and operational teams to optimise SLA and efficiency whilst protecting agent well-being. You'll be supporting and levelling up our WFM team in our quest to provide the best and lowest-effort customer experience, whilst ensuring our processes and costs scale globally with the company's rapid growth

We are looking for superstars in both scheduling and intraday functions and will discuss your preference and forte during the interview rounds. This role is for you if you're passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes.

Your Mission

• Grow and level up your team, supporting their development through the WFM Career map and beyond
• Set the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeks
• Build scalable scheduling or intraday routines, identify and highlight replication opportunities for global consistency
• Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times
• Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents' well-being
• Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
• Identify performance opportunities through quality, data analytics and source-of-truth reporting
• Recommend capacity requirements and coverage distribution opportunities, supporting our strategy
• Work with our Vendor Management team to highlight opportunities and increase our flexibility
• Continuously improve our rolling 18 month capacity plan for the business unit, supporting your analysts with your expertise in reducing MAPE rates
• Co-own quarterly OKR target-setting with your fellow leads
• Build out reports to improve the quality of decision-making in collaboration with our planners and analysts
• Build smaller-scale forecasts to support exceptional events, such as incidents
• Build regional WFM capacity plan for your team

This Role Will Give You The Opportunity To

QualificationsAdditional 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 visitWise.Jobs.

Keep up to date with life at Wise by following us onLinkedInandInstagram.

Skills Required

Data Analytics, Forecasting, Process Improvement, Scheduling