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 DescriptionWe’re looking for a Workforce Management Operations Partner Lead to join our Operational team in our Tallinn, Estonia office!
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.
This role does not execute tactical WFM activities such as intraday moves, schedule creation, or capacity modelling. Instead, it acts as a business partner and discipline guardian, translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.
The Network: This is an individual contributor (IC) role with a "capability multiplier" mandate. While they do not have direct reports, they provide dotted-line mentorship and coaching to Intraday and Scheduling Specialists to improve their decision-quality.
Team Goal: To protect the scalability of Wise. The team’s mission is to ensure that WFM insights are actually adopted and applied, ensuring we hit our SLAs efficiently as the company grows.
Your Mission
Your mission is to shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently to protect service, cost, and scalability outcomes.
This role is not accountable for forecast accuracy, schedule creation, or intraday execution, which remain the responsibility of WFM execution teams.
In addition, the WFM Operations Partner serves as a mentor and capability multiplier for Intraday and Scheduling Specialists, supporting their professional development and decision quality through guidance, coaching, and feedback, while maintaining a dotted-line connection rather than direct people management accountability.
The candidate will focus on these high-priority initiatives immediately upon joining:
Stakeholder Transition: Moving Operations leaders away from "gut-feel" staffing decisions toward the Service Scale operating principles and WFM playbooks.
Governance Framework: Auditing and surfacing recurring "exceptions" or manual overrides in scheduling to identify where WFM discipline is breaking down.
Decision-Quality Coaching: Running "mentor clinics" for Intraday and Scheduling Specialists to help them think about long-term trade-offs rather than just short-term fixes.
Scenario Steering: Facilitating structured "What-If" conversations with Ops leads regarding upcoming demand spikes or staffing constraints, ensuring they understand confidence ranges rather than just "point estimates."
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 (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.
Prior WFM experience
Schedule optimization experience / knowledge on how is it done
Soft skills required:
Strong stakeholder management.
Welcome challenges with a positive attitude.
Easily adapt to changes.
Extremely guided towards teamwork/collaboration.
Flexible to work weekends/Public Holidays
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.
Compensation: 3 450 - 4 500 EUR gross monthly + RSU (Restricted Stock Units)
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 Wise.Jobs.
Keep up to date with life at Wise by following us on LinkedIn and Instagram.
Skills Required
- 2-4 years WFM/Operations experience in high-volume, scaled environments (Contact Centers or Shared Services)
- Knowledge of financial services operations (KYC, FinCrime, regulated environments)
- Ability to translate WFM concepts (Erlang, shrinkage, occupancy) into actionable business advice
- Strategic assertiveness to challenge senior leaders and defend WFM plans
- Strong analytical reasoning to interpret trends and identify leading vs lagging indicators
- Stakeholder management experience partnering with Heads of Departments
- Forward-looking mindset with bias toward proactive risk identification and prevention
- Change management experience driving adoption of playbooks or frameworks
- Prior WFM experience
- Schedule optimization experience or knowledge of scheduling methods
- Strong stakeholder management (soft skill)
- Adaptability and positive approach to challenges
- Teamwork and collaboration orientation
- Flexible to work weekends and public holidays
- Familiarity with WFM tools (Calabrio, NICE, Verint)
- Coaching and mentorship experience in a lead or mentor capacity
- SQL or data visualization skills (e.g., Looker) to self-serve data
What the Team is Saying
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Wise Compensation & Benefits Highlights
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Equity Value & Accessibility — Equity is granted to all employees via time‑based RSUs/stock awards, aligning staff with company performance. This broad accessibility makes ownership a core part of total rewards.
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Leave & Time Off Breadth — Policies include a global minimum of 33–36 paid days off and a paid six‑week sabbatical after four years with a cash stipend. The sabbatical is positioned as a standard milestone benefit in addition to annual leave.
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Parental & Family Support — Wise commits to a minimum of 18 weeks’ fully paid parental leave for birth or adoption across many offices. Eligibility rules and tenure may apply by location while maintaining a companywide minimum standard.
Wise Insights
What We Do
Wise is a global technology company, building the best way to move and manage the world's money. With Wise Account and Wise Business, people and businesses can hold 40 currencies, move money between countries and spend money abroad. Large companies and banks use Wise technology too; an entirely new network for the world's money. Launched in 2011, Wise is one of the world’s fastest growing, profitable tech companies. In fiscal year 2025, Wise supported around 15.6 million people and businesses, processing over $185 billion in cross-border transactions and saving customers around $2.6 billion.
Why Work With Us
We’re truly global in who we are, how we work, and how we build. Everything we do is centred around creating a world of money that’s fast, easy, fair. And open to all. Everyone who works here owns a piece of Wise, from the work they do, to the stock they hold.
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Wise Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We expect new joiners in the office most days to build connections and learn from colleagues for their first six months. After that, most Wisers split their working week between the office and home, typically coming in at least 12 times a month.
