Workforce Management Specialist

| Austin, TX, USA | Hybrid
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Company Description

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 life 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.

Job Description

We’re looking for a Workforce Management Specialist to join our Operational team in our Austin 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.

We are looking for superstars in both Scheduling and Intraday functions and will discuss your preference and forte during the interview rounds.

Your Mission

  • Know exactly where SLAs and our metrics stand at any given time

  • Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders

  • Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve

  • Introduce alternative forecasts when asked, based on the situation

  • Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs

  • Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices

  • Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents

  • Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans

  • Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives

  • Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs

  • Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation

  • Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices

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

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 is required

Additional Information

  • Click here to see the benefits we offer!


#LI-Hybrid

#BI-Hybrid 

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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • KotlinLanguages
    • SwiftLanguages
    • TypeScriptLanguages
    • KafkaFrameworks
    • KubernetesFrameworks
    • Next.jsFrameworks
    • SpringFrameworks
    • MariaDBDatabases
    • MongoDBDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • CanvaDesign
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • TrelloManagement
    • HootsuiteCMS
    • WordpressCMS
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • MailChimpEmail

An Insider's view of WISE

What are some social events your company does?

We do socials in the office every week comprised of beers and wine and a variety of board and online games!
For more active folks, we have a running club and climbing club organized by our Wisers weekly!
Each quarter, our teams plan a social event - Bowling, laser tag and painting are just some of the fun events our teams have planned!

Ankita

Product Senior Manager

How do you collaborate with other teams in the company?

At Wise, we work in independent, autonomous teams. Each team has a different way of working, so it is important to build relationships with other departments. For large projects reoccurring meetings are great to ensure collaboration. The key point is to document all the decisions taken and have detailed product and technical specifications in place

Adith

Engineer

What are WISE Perks + Benefits

Culture
Open door policy
OKR operational model
Team based strategic planning
Pair programming
Open office floor plan
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Newbies at Wise are required to complete an unconscious bias training during their onboarding experience.
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Wise will provide you with paid short-term and long-term disability coverage.
Dental insurance
Vision insurance
Health insurance
If you’re a full-time employee, you’re eligible to enroll in insurance coverage within your first 30 days of employment
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Our assistance programme provides 24/7 expert guidance and specialist support on any issue, from everyday matters to more serious problems that affect our employee’s wellbeing.
Financial & Retirement
401(K)
401(K) matching
You can start saving towards your retirement with our 401(k) plan where Wise will match 100% of your contributions from 1-2% and 50% of your contributions from 3-6%.
Company equity
We offer everyone who works for us RSUs as we’re building Wise together and want you to share in the success of our $5 billion company on a mission.
Employee stock purchase plan
Child Care & Parental Leave
Generous parental leave
18 fully paid weeks of parental leave for birth or adoption, if you’ve been at Wise for 1+ year at the due date or adoption date. This applies regardless of gender.
Adoption Assistance
Vacation + Time Off
Generous PTO
36 days annual leave (holiday, paid time off) per year, including local public holidays
Paid volunteer time
Wise offers employees one day of PTO per year to use towards volunteering either as an individual or with your team!
Sabbatical
To reward the time and effort you’ll put into Wise after 4 years working here, you’ll have the option to take 6-weeks paid time off and £1,000 financial support in addition to your annual leave.
Paid holidays
Paid sick days
You’ll receive 15 days of fully paid sick leave per year
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
When you’re craving a snack, you can also find a variety of treats and drinks in our kitchens. We also offer a weekly Team Lunch’s
Onsite office parking
Pet friendly
Relocation assistance
Home-office stipend for remote employees
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend

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