WFM Team Lead

Company 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 and what we offer .

Job Description

• 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 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, such as incidents
• Build regional WFM capacity plan for your team

Qualifications

• You are passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes.
• You have experience working across global teams, across different functions and you understand how to communicate cross-culturally.

You get it done.

• You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances.
• You've worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced!
• SQL and Python skills are a plus.

• Experience as a people lead: At least 3 years of experience leading teams and 2 years in a Workforce Management role.
• Independent problem solver: Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
• Self-starter: Proven track record of taking ownership and creatively solving problems, while improving efficiency.
• Strong understanding of WFM: Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management.
• Strong relationships with stakeholders: Ability to connect and maintain relationships with various internal teams.
• Strategic and data-driven: Ability to think strategically, translate strategy into operational plans, and analyse and interpret data.
• Process Expert: 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

Additional Information

*Please note, only resumes provided in English will be considered*

Our Benefits:

🚀 RSU's in a rapidly growing company

💻 Flexible working model

💪 An annual self-development budget

🩺 Health and dental allowance for you and your dependents

🏝️ A paid 6-week sabbatical leave after four years

👶🏼 8-weeks of paid parental leave, after a year with us and child care assistance

🚌 Transportation vouchers

🍕 Food (730 BRL per month) and meal (1,188 BRL per month) vouchers

🏋️ TotalPass access to 3,500 gyms and studios throughout Brazil

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

• We're proud to have a truly international team, and we celebrate our differences.
• Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.
• If you want to find out more about what it's like to work at Wise visit Wise.Jobs .
• Keep up to date with life at Wise by following us on LinkedIn and Instagram .