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 DescriptionAs a WFM Lead, you will play a crucial role in supporting our agents and operational teams to optimise SLA and efficiency whilst protecting agent well-being. You’ll be supporting and levelling up our WFM team in our quest to provide the best and lowest-effort customer experience, whilst ensuring our processes and costs scale globally with the company’s rapid growth
Your Mission
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
You are passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes. You have experience working across global teams, across different functions and you understand how to communicate cross-culturally. You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances. You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus.
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
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
- At least 3 years of experience leading teams
- At least 2 years of experience in Workforce Management
- Experience with forecasting and forecasting models
- Experience with capacity planning, scheduling, and real-time management
- Advanced Excel or spreadsheet skills
- Experience with BI tools such as Looker
- Ability to identify and resolve issues independently
- Proven ownership and creative problem-solving skills
- Ability to build and maintain stakeholder relationships across internal teams
- Strategic thinking and ability to translate strategy into operational plans
- Ability to analyze and interpret data
- Lean Six Sigma experience to Green Belt level
- SQL skills
- Python skills
Wise Compensation & Benefits Highlights
-
Leave & Time Off Breadth — U.S. materials describe extensive paid leave (PTO, sick time, holidays, “Me Days,” volunteer and compassionate leave) plus a paid six‑week sabbatical after four years. Feedback suggests the time‑off package is a standout element of the offering.
-
Parental & Family Support — Benefits information highlights up to 18 weeks of fully paid parental leave in many locations, with clear tenure qualifiers in some markets. Feedback suggests these policies are robust and a notable strength.
-
Equity Value & Accessibility — Company and job-posting materials indicate RSUs are a regular part of compensation, with a shift toward RSUs since 2022. Feedback suggests the equity component is a relatively substantial part of total rewards.
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.
Gallery
.jpg)
_0.jpg)
_0.jpg)
.jpg)
.jpg)
.jpg)
.jpg)
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.
