Workforce Management Lead

About the Position

Workforce Management Lead

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

For everyone, everywhere.

More about our mission and what we offer.

Responsibilities

• Grow and level up your team, supporting their development through the WFM Career map and beyond
• Set the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeks
• Build scalable scheduling or intraday routines, identify and highlight replication opportunities for global consistency
• Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times
• Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being
• Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
• Identify performance opportunities through quality, data analytics and source-of-truth reporting
• Recommend capacity requirements and coverage distribution opportunities, supporting our strategy
• Work with our Vendor Management team to highlight opportunities and increase our flexibility
• Continuously improve our rolling 18 month capacity plan for the business unit, supporting your analysts with your expertise in reducing wMAPE rates
• Co-own quarterly OKR target-setting with your fellow leads
• Build out reports to improve the quality of decision-making in collaboration with our planners and analysts
• Build smaller-scale forecasts to support exceptional events, such as incidents
• Build regional WFM capacity plan for your team

Requirements

• Experience as a people lead: At least 3 years of experience leading teams and 2 years in a Workforce Management role.
• Independent problem solver: Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
• Self-starter: Proven track record of taking ownership and creatively solving problems, while improving efficiency.
• Strong understanding of WFM: Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management.
• Strong relationships with stakeholders: Ability to connect and maintain relationships with various internal teams.
• Strategic and data-driven: Ability to think strategically, translate strategy into operational plans, and analyse and interpret data.
• Process Expert: Lean Six Sigma experience to green-belt level, understanding how to formally document processes, automate, improve efficiency, and reduce waste and cycle times across WFM practices

Nice to Have

• BI tools
• SQL
• Python
• Lean Six Sigma

We Offer

• Competitive salary: INR 2400000 - INR 3300000 yearly
• Full-time position
• Opportunity to work in a diverse, equitable, and inclusive environment

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.

Job Location

India