Wise
Financial Services
WFMTeamLead
“WFM Team Lead at Wise. Skills: Workforce Management, Team Leadership, Process Improvement. Grow and level up your team. Set the scheduling strategy”
What You'll Achieve.
Optimise SLA and efficiency; Protect agent well-being; Provide best and lowest-effort customer experience; Ensure processes and costs scale globally; Reduce waste and cycle times; Improve quality of decision-making
Industry & Context.
Independent problem solver; Identify and resolve issues independently; Taking initiative under ambiguous circumstances
What They're Looking For.
Must Have
At least 3 years of experience leading teams, 2 years in a Workforce Management role, Ability to identify and resolve issues independently, Lean Six Sigma experience to green-belt level
Nice to Have
SQL skills, Python skills
What You'll Do.
Grow and level up your team
Set the scheduling strategy
Build scalable scheduling routines
Understand and interrogate forecasts
Optimise coverage to meet SLAs
Identify process improvement opportunities
Drive WFM KPI improvements
Identify performance opportunities
Recommend capacity requirements
Work with Vendor Management team
Improve rolling capacity plan
Co-own quarterly OKR target-setting
Build smaller-scale forecasts
Build regional WFM capacity plan
How You'll Work.
Team & Collaboration
Work with our Vendor Management team; Collaborate with our planners and analysts; Experience working across global teams; Experience across different functions
Communication Scope
Communicate cross-culturally
Applying for this WFM Team Lead role?
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