WFM Operations Partner Lead

About the Position

WFM Operations Partner Lead

Tallinn, Estonia

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 our mission and what we offer.

We’re looking for a Workforce Management Operations Partner Lead to join our Operational team in our Tallinn, Estonia office!

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Responsibilities

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.

• Shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution.
• Act as a mentor and capability multiplier for Intraday and Scheduling Specialists.
• Facilitate structured "What-If" conversations with Ops leads regarding upcoming demand spikes or staffing constraints.

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Requirements

• 2–4 Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
• Financial Services Knowledge: Specific understanding of KYC, FinCrime, or regulated operational environments.
• The "Translator" Ability: Capable of turning complex WFM jargon into clear, actionable business advice.
• Strategic Assertiveness: Constructively challenge senior leaders when decisions undermine WFM plans.
• Analytical Reasoning: Interpret data trends and identify leading vs. lagging indicators.
• Stakeholder Management: Experience acting as a partner rather than just a reporting function.
• Forward-Looking Mindset: Proactive risk identification and prevention.
• Change Management: Experience driving the adoption of new playbooks or frameworks.
• Prior WFM experience
• Schedule optimization experience / knowledge on how is it done

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Nice to Have

• Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint).
• Coaching & Mentorship: Experience in a lead or mentor capacity.
• SQL or Data Viz Skills: Ability to self-serve data using tools like Looker.

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We Offer

• Competitive salary: 3 450 - 4 500 EUR gross monthly + RSU (Restricted Stock Units)
• Opportunity to work in a diverse, equitable, and inclusive environment.
• Professional growth and development opportunities.

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About the Company

Wise is a global technology company, building the best way to move and manage the world’s money. 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 Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.