Wise
Finance / FinServ
WFMSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“WFM Specialist at Wise. Skills: scheduling, intraday workforce control, workforce performance monitoring, data-driven decision making. Own the end-to-end scheduling and intraday workforce control function across a rolling 0–30 day horizon. Build, optimise and publish workforce schedules”
What You'll Achieve.
protect service levels, efficiency and operational stability; maintain service and productivity; ensure alignment between forecasted demand, capacity plans and operational execution; balance service level attainment, cost efficiency and employee experience; maintain plan integrity and operational stability; stabilise performance; improve end-to-end workforce planning accuracy; enhance workforce productivity; reduce cost leakage
Industry & Context.
diagnosing risks; executing data-driven interventions; proactively identifying and mitigating coverage risks; identifying emerging risks; diagnose performance deviations; quantifying service risk; identify root causes; identify recurring volatility drivers; implement structural improvements
What They're Looking For.
Must Have
end-to-end scheduling and real-time workforce control function across a 0–30 day horizon, translate workforce plans into optimised schedules and actively managed in real time to protect service levels, efficiency and operational stability, act as the operational control tower for workforce performance — monitoring live metrics, diagnosing risks and executing data-driven interventions to maintain service and productivity, connecting Forecasting, Capacity Planning, Scheduling and Intraday Execution, driving continuous improvement in workforce efficiency and decision-making, alignment between forecasted demand, capacity plans and operational execution, balance service level attainment, cost efficiency and employee experience, while adhering to labour constraints and operational requirements, validate and stress-test schedules through scenario modelling and interval-level analysis, proactively identifying and mitigating coverage risks before go-live, conduct weekly tactical workforce reviews across the 1–3 week horizon, identifying emerging risks and adjusting assumptions to maintain plan integrity and operational stability, act as the real-time workforce control tower, monitoring performance against forecast, staffing plans and service targets and ensuring rapid, data-driven decision making, diagnose performance deviations (e.g. volume, AHT, adherence, shrinkage) and execute structured interventions including reallocation, break optimisation and overtime/VTO actions to stabilise performance, lead workforce response during operational incidents (e.g. demand surges, absenteeism spikes, system outages), quantifying service risk and driving mitigation actions with clear cost vs service trade-offs, conduct post-incident reviews to identify root causes and embed learnings into scheduling logic, intraday playbooks and tactical planning processes, leverage WFM systems, data tools and analytical techniques to continuously improve schedule quality, intraday decisioning and workforce efficiency, analyse historical workforce performance to identify recurring volatility drivers and implement structural improvements to reduce reactive interventions, partner with Forecasting, Capacity Planning and Operations leadership to influence assumptions, challenge deviations and improve end-to-end workforce planning accuracy, drive continuous improvement initiatives that enhance workforce productivity, reduce cost leakage and support the evolution toward automated and scalable WFM processes
What You'll Do.
Own the end-to-end scheduling and intraday workforce control function across a rolling 0–30 day horizon
optimise and publish workforce schedules
Act as the real-time workforce control tower
Diagnose performance deviations and execute structured interventions
Lead workforce response during operational incidents
Conduct post-incident reviews
Analyse historical workforce performance to identify recurring volatility drivers and implement structural improvements
How You'll Work.
Team & Collaboration
Partner with Forecasting, Capacity Planning and Operations leadership
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. More about [our mission](https://wise.jobs/our-mission) and [what we offer](https://wise.jobs/what-we-offer). As a WFM Specialist – Scheduling & Intraday, you will own the end-to-end scheduling and real-time workforce control function across a 0–30 day horizon. You will ensure that workforce plans are translated into optimised schedules and actively managed in real time to protect service levels, efficiency and operational stability. You will act as the operational control tower for workforce performance — monitoring live metrics, diagnosing risks and executing data-driven interventions to maintain service and productivity. This role sits at the centre of the WFM lifecycle, connecting Forecasting, Capacity Planning, Scheduling and Intraday Execution, while driving continuous improvement in workforce efficiency and decision-making. Job Responsibilities * Own the end-to-end scheduling and intraday workforce control function across a rolling 0–30 day horizon, ensuring alignment between forecasted demand, capacity plans and operational execution. * Build, optimise and publish workforce schedules that balance service level attainment, cost efficiency and employee experience, while adhering to labour constraints and operational requirements. * Validate and stress-test schedules through scenario modelling and interval-level analysis, proactively identifying and mitigating coverage risks before go-live. * Conduct weekly tactical workforce reviews across the 1–3 week horizon, identifying emerging risks and adjusting assumptions
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