Workforce Management Senior Specialist

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 and Salary 11 00 000 INR per annum RSUs We re looking for a Workforce Management Senior Specialist to join our team in the Hyderabad office 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 This role will give you the opportunity to Solve a truly global challenge - our rapid growth rate global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build Process large amounts of raw data and present using G Suite advanced Excel techniques and internal tools Qualifications Have at least 1 year of relevant Workforce Management experience In-house WFM will be a plus You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities Additionally you are dedicated to our mission at Wise and prioritise customer satisfaction You re a good communicator You ve got excellent verbal and written English skills and you ve worked internationally cross-team or cross-geo before so you ll quickly pick up on how best to communicate effectively across different cultures and time zones We want someone who can effectively communicate complex information clearly to a non WFM technical audience You welcome an open feedback culture happy both giving and receiving feedback to or from anyone in the organisation You get it done You have track record of identifying and resolving issues independently taking initiative even under unfamiliar or ambiguous circumstances You understand numbers You re keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind Lean knowledge to document and improve processes in a structured manner is preferred but not required 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 Keep up to date with life at Wise by following us on and