Description
As a Workforce Management Lead at Wise, you will play a crucial role in supporting agents and operational teams to optimise SLA and efficiency while protecting agent well-being.
Your responsibilities include:
- Growing and levelling up your team, supporting their development through the WFM Career map
- Setting the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeks
- Building scalable scheduling or intraday routines, identifying replication opportunities for global consistency
- Understanding and interrogating forecasts, making adjustments using your expertise, and optimising coverage to meet SLAs, efficiency goals, and resolution times
- Identifying process improvement opportunities and taking the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices
- Driving and being accountable for WFM KPI improvements
- Identifying performance opportunities through quality, data analytics, and source-of-truth reporting
- Recommending capacity requirements and coverage distribution opportunities
- Working with the Vendor Management team to highlight opportunities and increase flexibility
- Continuously improving the rolling 18-month capacity plan for the business unit
- Co-owning quarterly OKR target-setting with fellow leads
- Building reports to improve decision-making quality
- Building smaller-scale forecasts to support exceptional events
- Building a regional WFM capacity plan for your team
You should have:
- At least 3 years of experience leading teams and 2 years in a Workforce Management role
- Experience working across global teams and different functions
- Strong understanding of operational teams and processes
- Ability to identify and resolve issues independently
- Advanced Excel/Spreadsheets skills and experience with BI tools like Looker
- SQL and Python skills are a plus
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