# Workforce Management Lead

**Company**: Wise
**Location**: Hyderabad, India
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://jobs.smartrecruiters.com/Wise/744000155936690-workforce-management-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/workforce-management-lead-c40bffa3-48c/

## 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

For more fresh new jobs, check out [yubhub.co](https://yubhub.co/).

## Skills

### Required
- BI tools
- Excel
- Spreadsheets
- SQL
- Python
- Looker
- Lean Six Sigma

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Source: [Apply at jobs.smartrecruiters.com](https://jobs.smartrecruiters.com/Wise/744000155936690-workforce-management-lead?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)