Wise
Financial Services
WorkforceManagementLead
Neural analysis suggests this role is
optimal for mid candidates.
“Workforce Management Lead at Wise. Skills: process management, cross-functional coordination, vendor/stakeholder management, operational metrics, resource planning, continuous improvement, forecasting, capacity planning, scheduling, real-time management. 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”
Industry & Context.
Independent problem solver; Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations; creatively solving problems
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, even in unfamiliar or ambiguous situations, Proven track record of taking ownership and creatively solving problems, while improving efficiency, Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management, Ability to connect and maintain relationships with various internal teams, Ability to think strategically, translate strategy into operational plans, and analyse and interpret data, Lean Six Sigma experience to green-belt level, understanding how to formally document processes, automate, improve efficiency, and reduce waste and cycle times across WFM practices
Nice to Have
SQL skills, Python skills
What You'll Do.
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
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
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 wMAPE 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
Build regional WFM capacity plan for your team
How You'll Work.
Team & Collaboration
working across global teams; working across different functions; relationships with stakeholders; collaboration with our planners and analysts
Communication Scope
communicate cross-culturally
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 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 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
Applying for this Workforce Management Lead role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Wise?
Real rants from real employees. Read before you apply.