WFM Senior Specialist

Location: Global

Team: General

About the Role

Wise is a global technology company revolutionizing how the world moves and manages money with min fees, max ease, and full speed. We're seeking a WFM Senior Specialist to join our Operational team in Tallinn, playing a vital role in scheduling agents at the right place and time. You'll collaborate with operational, product, and analyst teams, leveraging WFM tools to support agents and leads while deeply understanding customer needs to ensure timely support and optimal agent performance. Specializing in Scheduling or Intraday functions, you'll have a direct impact on our global support model amid rapid growth. Your mission includes real-time SLA monitoring, forecast iteration, schedule creation, incident management, and proactive process improvements. You'll process large datasets using advanced Excel, G Suite, and internal tools, communicating complex insights clearly to non-technical stakeholders. This role offers the chance to solve unique global challenges, influence team decisions, and thrive in a fast-paced environment dedicated to our mission of money without borders. Join a diverse, inclusive team that celebrates differences and empowers you with flexible working, generous leave, and growth opportunities. If you're a numbers-savvy communicator passionate about customer-centric operations, apply now.

Key Responsibilities

• Monitor SLAs and metrics in real-time and create health reports for stakeholders
• Understand and iterate forecasts, providing recommendations for improvement
• Create and execute weekly strategic plans and contribute to OKRs
• Make proactive decisions based on data analysis and best practices
• Communicate improvements for SLAs, efficiency, and agent distribution
• Manage queues: review forecasts, create/publish schedules, optimize for SLAs
• Handle incidents calmly and identify process improvements/automation opportunities

Required Qualifications

• Strong problem-solving skills and ability to manage multiple deadlines and stakeholders
• Dedicated to Wise's mission and customer satisfaction
• Excellent verbal and written English skills with international/cross-team/cross-geo experience
• Open to feedback culture, giving and receiving feedback
• Track record of independently identifying and resolving issues
• Comfortable working with numbers while keeping a human aspect in mind
• Previous knowledge of contact centre planning, scheduling, and intraday management using WFM tools

Preferred Qualifications

• Lean knowledge to document and improve processes

Required Skills

• Problem-solving
• Stakeholder management
• Forecasting and scheduling
• Data analysis
• Advanced Excel and G Suite
• WFM tools proficiency
• Intraday management
• Communication across cultures/time zones
• Process improvement
• Queue management

Benefits

• Flexible working (work from home, school plays, life admin)
• Paid annual holiday, sick days, parental leave
• 6 weeks paid sabbatical after 4 years
• RSUs (stock options)
• Wise card

Wise is an equal opportunity employer committed to building a diverse workforce.