# WFM Operations Partner Lead

**Company**: Wise
**Location**: Tallinn, Estonia
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: 3 450 - 4 500 EUR gross monthly
**Category**: Operations
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Wise/744000135202369-wfm-operations-partner-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/wfm-operations-partner-lead-a1760348-fab/

## Description

We are looking for a Workforce Management Operations Partner Lead to join our Operational team in Tallinn, Estonia.

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.

Key responsibilities include:

- 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."

The ideal candidate will have:

- 2–4 Years WFM/Ops Experience in high-volume, scaled environments (Contact Centers or Shared Services).

- Financial Services Knowledge, specifically understanding of KYC, FinCrime, or regulated operational environments.

- The ability to turn complex WFM jargon into clear, actionable business advice.

- Strategic assertiveness to constructively challenge senior leaders.

- Analytical reasoning to interpret data trends and identify leading vs. lagging indicators.

- Experience acting as a partner rather than just a reporting function.

- A forward-looking mindset with a bias toward proactive risk identification and prevention.

- Experience driving the adoption of new playbooks or frameworks across different operational units.

Nice to have:

- Tool proficiency with WFM software (e.g., Calabrio, NICE, Verint).

- Coaching and mentorship experience.

- SQL or data visualization skills.

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## Skills

### Required
- WFM
- Operations
- Financial Services
- Analytical Reasoning
- Stakeholder Management
- Change Management

### Nice to have
- Tool Proficiency
- Coaching & Mentorship
- SQL or Data Viz Skills

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Wise/744000135202369-wfm-operations-partner-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)