Workforce Management Senior Specialist

About Wise

Wise is an international technology firm dedicated to streamlining the transfer and management of money worldwide. Our mission is to facilitate seamless, cost-effective, and rapid international financial transactions for individuals and businesses globally.

Role Overview

As a vital member of the Workforce Management (WFM) team, you will focus on intraday operations ensuring agents are scheduled optimally to meet service level agreements (SLAs). Collaborating closely with counterparts in Austin, TX, and other stakeholders across operational, product, and analytics divisions, you will leverage sophisticated tools and data insights to improve our operational metrics and enhance customer and agent experiences.

Key Responsibilities

• Monitor live SLAs and operational metrics to maintain service standards.
• Produce detailed health reports and communicate queue status effectively to stakeholders.
• Analyze and iterate on forecast data, proposing improvements and alternative scenarios as necessary.
• Help formulate and execute weekly strategic plans aligned with broader organizational objectives.
• Make autonomous, data-driven decisions within set guidelines to optimize operational outcomes.
• Engage proactively with teams to recommend and implement process and schedule improvements.
• Manage queue-related tasks including forecast review, schedule publishing, and collaboration with the wider WFM team.
• Design and adjust agent schedules based on forecasted volumes to optimize SLA adherence.
• Handle incident management calmly and communicate mitigation strategies to relevant parties.
• Identify automation and process enhancement opportunities to reduce waste and improve efficiency.
• Lead small projects aimed at refining team workflows and performance metrics.

Experience & Skills Required

• Extensive expertise in Workforce Management, particularly intraday operations and scheduling optimization.
• Proficiency with WFM software, ideally Calabrio, with the ability to quickly adapt to new tools.
• Strong data handling capabilities using G Suite tools, plus experience with SQL and Python for analysis and automation.
• Excellent written and verbal English skills for clear communication with global teams.
• Proven experience managing full-time employee rosters, developing tactical plans, and balancing operational needs with employee welfare.
• Competence in managing incidents, lost hours, and workload routing pressures calmly and effectively.

Desired Attributes

• Ability to build and maintain effective relations across organizational levels with clear explanation of data-driven insights.
• Adaptability to work flexible hours including weekends and holidays, with a positive attitude towards change and challenges in a fast-paced environment.
• Team-oriented mindset, sharing knowledge and contributing collaboratively.
• Strong storytelling skills to translate complex operational data into actionable recommendations for non-technical stakeholders.

Additional Preferences

• Prior experience in the fintech or financial services sectors.
• Familiarity with Twilio communications platform.
• Background in automating workforce management workflows.

Commitment to Inclusion

Wise fosters a diverse and inclusive team culture that respects and empowers every individual, promoting equity and career progression for all.