Wise
Finance / FinServ
WorkforceManagementSeniorSpecialist
Neural analysis suggests this role is
optimal for mid candidates.
“Workforce Management Senior Specialist at Wise. Skills: Workforce Management, Intraday operations, Forecasting, Scheduling, Stakeholder management. Run the operational side of WFM Intraday. Ensure metrics consistently meet expectations in the most optimized way possible”
What You'll Achieve.
Ensure our metrics consistently meet expectations in the most optimized way possible; Help our customers get support when they need us; Enable our agents to do their best work; Achieve our higher-level OKRs; Optimise to SLAs
Industry & Context.
Solve a Global Challenge: You will tackle the unique complexity of moving money globally.; 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; Identify process improvement opportunities
What They're Looking For.
Must Have
Experience with WFM tools, Deep understanding of our customers' needs, Understanding of our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve, Ability to introduce alternative forecasts when asked, based on the situation, Ability to create and execute the strategic plan and objectives outlined on a weekly basis, Ability to collaborate to achieve our higher-level OKRs, Ability to independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices, Ability to communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents, Ability to 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, Ability to carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives, Ability to create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs, Ability to confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation, Ability to identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, Ability to run mini projects to improve efficiency and effectiveness across our ways of working and key metrics
Nice to Have
Experience with SQL/Python
What You'll Do.
Run the operational side of WFM Intraday
Ensure metrics consistently meet expectations in the most optimized way possible
Know exactly where SLAs and our metrics stand at any given time
Create regular health reports for stakeholders and have a full understanding of the status of our queues
review and iterate forecasts
create scheduling patterns
Create and/or adjust agent schedules based on forecasted volumes to optimize SLAs
Handle incidents and manage stakeholders
Identify process improvement opportunities and automate
reduce waste and cycle times
Run mini projects to improve efficiency and effectiveness
How You'll Work.
Team & Collaboration
Work hand-in-hand with counterparts in the US; Work with a number of stakeholders from operational teams, product teams, and analysts, across all levels; Collaborate with the wider WFM team to find solutions that align with our objectives; Communicate with precision to relevant teams; Ensure 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 across our ways of working and key metrics
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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