WFM Operations Partner 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

• We're looking for a Workforce Management Operations Partner Lead to join our Operational team in our Tallinn, Estonia office!
• The WFM Operations Partner Lead is the primary interface between Workforce Management and Operations , responsible for ensuring that WFM disciplines are consistently understood, adopted, and applied in operational decision-making.

This role does not execute tactical WFM activities such as intraday moves, schedule creation, or capacity modelling. Instead, it acts as a business partner and discipline guardian, translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.

The Network: This is an individual contributor (IC) role with a "capability multiplier" mandate. While they do not have direct reports, they provide dotted-line mentorship and coaching to Intraday and Scheduling Specialists to improve their decision-quality.

Your Mission

• Your mission is to shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently to protect service, cost, and scalability outcomes.
• This role is not accountable for forecast accuracy, schedule creation, or intraday execution, which remain the responsibility of WFM execution teams.
• In addition, the WFM Operations Partner serves as a mentor and capability multiplier for Intraday and Scheduling Specialists, supporting their professional development and decision quality through guidance, coaching, and feedback, while maintaining a dotted-line connection rather than direct people management accountability.

The candidate will focus on these high-priority initiatives immediately upon joining:

• Stakeholder Transition: Moving Operations leaders away from "gut-feel" staffing decisions toward the Service Scale operating principles and WFM playbooks.
• Governance Framework: Auditing and surfacing recurring "exceptions" or manual overrides in scheduling to identify where WFM discipline is breaking down.
• Decision-Quality Coaching: Running "mentor clinics" for Intraday and Scheduling Specialists to help them think about long-term trade-offs rather than just short-term fixes.
• Scenario Steering: Facilitating structured "What-If" conversations with Ops leads regarding upcoming demand spikes or staffing constraints, ensuring they understand confidence ranges rather than just "point estimates."

Qualifications

• 2–4 Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
• Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments.
• The "Translator" Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
• Strategic Assertiveness : The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans
• Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
• Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.
• Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
• Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.
• Prior WFM experience
• Schedule optimization experience / knowledge on how is it done

Soft skills required:

• Strong stakeholder management.
• Welcome challenges with a positive attitude.
• Easily adapt to changes.
• Extremely guided towards teamwork/collaboration.
• Flexible to work weekends/Public Holidays

Nice to have

• Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints.
• Coaching & Mentorship: Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality.
• SQL or Data Viz Skills: Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.

Additional Information

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 .