Workforce Management Senior Specialist

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.

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 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 right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with a deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.

Your Mission

• 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, ready to articulate to our stakeholders

• Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve

• Introduce alternative forecasts when asked, based on the situation

• Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs

• Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices

• 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

• 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

• Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs

• Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation

• Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices

• Run mini projects to improve efficiency and effectiveness across our ways of working and key metrics

We are looking for a candidate who is not just a number cruncher, but a storyteller who can use data to influence decisions and drive strategy.

Your Experience & Hard Skills:

• WFM Mastery: You have significant experience in Workforce Management, specifically within Real-time/Intraday management and Schedule optimization. You know the ins and outs of ensuring the right people are in the right place at the right time.

• Tooling Expertise: You are proficient with WFM software (experience with Calabrio is a major plus) and have a knack for adapting to new internal tools quickly.

• Data & Technical Proficiency: You are comfortable processing large amounts of raw data. You have strong experience with G Suite (Sheets/Excel) and, preferably, coding experience in SQL and Python to help automate processes and dive deeper into analysis.

• Language Skills: You have proficient English skills (both written and spoken) to collaborate seamlessly with our Austin-based team and global stakeholders.

• Strategic Planning: You have experience administrating FTE rosters, developing tactical 8-week plans, and publishing schedules that balance business needs with agent well-being.

• Incident Management: You have a track record of handling high-pressure situations, managing lost hours/shrinkage, and optimizing workload routing (overflow, etc.) with a cool head.

Your Soft Skills & Mindset:

• Stakeholder Management: You can confidently manage relationships across all levels. You don’t just report the news; you explain the "why" and the "how" to operational leads.

• Adaptability: Flexible to work weekends/Public Holidays. You thrive in fast-paced environments. When the forecast changes or an incident occurs, you pivot quickly and welcome the challenge with a positive attitude.

• Collaboration: You are extremely guided towards teamwork. You believe that we win together and are eager to share knowledge with junior specialists and the wider team.

• Communication: You are a friendly communicator and a great storyteller. You can translate complex metrics into clear, actionable insights for non-technical partners.

It’s a bonus if you have:

• A background in Fintech or Financial Services.

• Experience specifically with Twilio.

• Previous experience in automating WFM workflows.

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.

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