Workforce Management Senior Specialist

About this role

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Skills you'll use

What you'll do

• 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.
• 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

Who can apply

• 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

About Wise

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