About the Position

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

Responsibilities

Accountable for the WFM–Operations partnering model: Ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business.
Own the quality, consistency, and effectiveness of WFM partnership with Operations.
Ensure intraday, scheduling, and capacity principles are applied correctly.
Handle escalations with discipline and ensure short-term decisions do not undermine medium- and long-term workforce plans.
Lead the Ops Partner function, set standards, manage people, and act as the senior WFM representative in complex operational trade-offs.
Institutionalise WFM decision-making inside Operations, moving the organisation from reactive firefighting to predictable, data-driven execution at scale.

Requirements

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 (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
Strategic Assertiveness: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans.
Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.
Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.

Nice to Have

Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints.
Coaching & Mentorship: Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality.
SQL or Data Viz Skills: Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.

We Offer

Competitive Salary: EUR 4950 - EUR 7750 monthly
Relocation and Visa support available
Inclusive and diverse work environment: We celebrate our differences and ensure every Wiser feels respected and empowered.

About the Company

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.

Job Location

City: Tallinn

Country: Estonia

Work Location Type: On-site

WFM Operations Partner Senior Lead

Job description