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 Workforce Management (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
We are looking for superstars in both scheduling and intraday functions and will discuss your preference and forte during the interview rounds. This role is for you if you’re passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes.
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 MAPE 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
This role will give you the opportunity to:
Lead, grow and develop your team of regional WFMers: Take charge of managing and nurturing the regional WFM team, focusing on their growth and development.
Set priorities for your team: Determine the most important tasks and projects for your team to focus on, ensuring alignment with organisational goals.
Oversee day-to-day operations and tasks of the WFM team: Ensure smooth functioning of the team by managing their daily activities, addressing any issues that arise, and providing necessary support.
Translate WFM strategy into initiatives: Convert the overall WFM strategy into actionable initiatives for your teams and stakeholders to execute.
Build weekly strategy for optimal supply allocation: Develop a weekly strategy that identifies opportunities for effectively allocating resources to meet demand.
Drive efficiencies in WFM tools and improve agent experience: Find ways to enhance the efficiency of the WFM tool and improve the overall experience for agents.
Identify process improvement opportunities and work with WFM product team: Proactively identify areas where processes can be improved and collaborate with the WFM product team to implement necessary tech-enabled solutions.
Foster strong communication and relationships with Operations and Product teams: Establish clear lines of communication to understand their initiatives and priorities, and develop strategies and enablers to support their goals.
Additional Information
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.
Top Skills
What the Team is Saying
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.
