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 Senior Specialist to join our Operational team in our Hyderabad office!
As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.
This position is ideal for a strategic thinker who uses data to build resilient, efficient operational plans, bridging the gap between high-level forecasting and flawless execution.
Your Mission
Strategic Forecasting & Capacity Planning:
Create and maintain long-term (12-18 month) rolling capacity plans, ensuring strategic alignment with business goals and financial targets.
Develop sophisticated scenario models to anticipate a range of demand conditions, recommending optimal resource and hiring strategies to senior management.
Collaborate closely with analytics and data science teams to test, validate, and enhance forecast models, performing deep-dive analyses on forecast accuracy (e.g., wMAPE).
Partner with recruitment and finance teams to ensure hiring pipelines and budgets are directly aligned with long-range capacity requirements.
Tactical Schedule Development
Translate complex forecasts into optimized agent schedules and shift patterns, managing the end-to-end process from creation to final publication.
Proactively design schedules that safeguard service levels (SLAs) by analyzing historical performance data, seasonality, and business intelligence.
Develop and document scheduling strategies and contingency plans to mitigate the impact of potential operational disruptions before they occur.
Performance Analysis & Reporting
Conduct in-depth analysis of workforce metrics to identify key trends, risks, and opportunities for improvement across all planning horizons.
Prepare and deliver clear, insightful reports and presentations for all levels of management, from post-day performance summaries to quarterly strategic capacity reviews.
Use data to build compelling narratives that engage operational teams and drive continuous improvement in key performance metrics.
Process Improvement & Stakeholder Collaboration
Identify and implement process improvements across the entire WFM planning and scheduling lifecycle to enhance accuracy, efficiency, and effectiveness.
Serve as a central communication hub, expertly articulating capacity plans and performance insights to operational teams, support functions, and senior leadership.
This role will give you the opportunity to
Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission.
Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build.
Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools.
Qualifications
About you
You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally, you are dedicated to our mission at Wise and prioritise customer satisfaction.
You’re a good communicator. You’ve got excellent verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones. We want someone who can effectively communicate complex information clearly to a non WFM/technical audience.
You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation. You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
You understand numbers. You’re keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind
Lean knowledge to document and improve processes in a structured manner is preferred but not required
Previous knowledge of contact centre planning, scheduling and intraday management using workforce management tools required
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.
