Wise
Financial Services
WFMSeniorSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“WFM Senior Specialist at Wise. Skills: WFM Intraday, operational metrics, forecasting, scheduling, stakeholder management, process improvement. run the operational side of WFM Intraday. ensuring our metrics consistently meet expectations”
What You'll Achieve.
ensuring our metrics consistently meet expectations in the most optimized way possible; directly impact the region’s capacity to meet Key Results; Know exactly where SLAs and our metrics stand at any given time; optimise to SLAs
Industry & Context.
Solve a Global Challenge: You will tackle the unique complexity of moving money globally.; Make a Direct Impact: This isn't a 'sit back and watch' role.; Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices; Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation
What You'll Do.
run the operational side of WFM Intraday
ensuring our metrics consistently meet expectations
creating regular health reports for stakeholders
understanding of the status of our queues
articulate to our stakeholders
understanding our forecasts
providing recommendations on how we can improve
introducing alternative forecasts
creating and executing the strategic plan and objectives
making decisions and taking actions based on established guidelines
data analysis and best practices
communicating with relevant teams about ways to improve our SLAs
operational efficiency and distribution of our agents
ensuring stakeholders are constantly aware of what you’re working on and how you’re supporting them
actively aligning on priorities and action plans
carrying out all necessary tasks related to managing our queues
reviewing and iterating forecasts
creating scheduling patterns
working with the wider WFM team to find solutions
creating and/or adjusting agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs
handling incidents and managing stakeholders
devising steps to mitigate the situation
identifying process improvement opportunities
reducing waste and cycle times across WFM practices
running mini projects to improve efficiency and effectiveness across our ways of working and key metrics
How You'll Work.
Team & Collaboration
work hand-in-hand with your counterparts in the US; working with a number of stakeholders from operational teams, product teams, and analysts, across all levels; working with the wider WFM team to find solutions that align with our objectives; ensuring your stakeholders are constantly aware of what you’re working on and how you’re supporting them; actively aligning on priorities and action plans
Communication Scope
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; Confidently and calmly handle incidents and manage stakeholders
Process & Methodology
run mini projects to improve efficiency and effectiveness
Full Job Description
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. You will be joining a dynamic Operational team that is currently a mix of Senior and Junior specialists led by a Team Lead. While the core of the team is based in Austin, TX, we are expanding our footprint to Sao Paulo to ensure robust coverage for the West/Americas time zones. We are looking for superstars in Intraday functions - you will work hand-in-hand with your counterparts in the US to run the operational side of WFM Intraday, ensuring our metrics consistently meet expectations in the most optimized way possible. Why this role? * Solve a Global Challenge: You will tackle the unique complexity of moving money globally. Our rapid growth rate and global customer base make scaling our support model a truly unique challenge right at the heart of our mission. * Make a Direct Impact: This isn't a "sit back and watch" role. You will directly impact the region’s capacity to meet Key Results. You will have a voice in the decisions the team makes and the processes we build. * Tech-Forward Environment: You won't just be using spreadsheets. You will have the opportunity to utilize advanced automation techniques, internal tools, and coding (SQL/Python) to drive efficiency and reduce waste. * Growth: You will support the company’s objectives by being strategic every step of the way, giving you ample room to learn, grow your technical skills, and advance your career in a high-growth fintech environment. 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 righ
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