Workforce Management Senior Specialist

Location: Global

Team: General

About the Role

Join Wise's dynamic Workforce Management team as a Senior Specialist in São Paulo, partnering with our Austin-based crew to master Intraday operations for the West/Americas time zones. Tackle the thrill of scaling global customer support amid explosive growth—realtime monitoring SLAs, crafting optimized schedules, and wielding data (SQL/Python) to ensure agents are perfectly placed. This isn't just number-crunching; it's strategic storytelling that directly powers our mission to revolutionize money movement with min fees, max ease, and full speed. You'll dive into forecasts, automate waste away, and lead mini-projects that boost efficiency while collaborating across ops, product, and analyst teams. Expect a tech-forward playground with cutting-edge WFM tools, a voice in decisions, and real impact on Key Results. Grow your career in fintech's hottest spot, balancing business goals with agent well-being in a flexible, global environment.

Key Responsibilities

• Monitor SLAs and metrics in real-time and create health reports for stakeholders
• Review and iterate forecasts, create scheduling patterns, and publish optimized schedules
• Adjust agent schedules based on forecasted volumes to meet SLAs
• Handle incidents calmly, manage stakeholders, and mitigate situations
• Identify process improvements, automate tasks, and run mini projects for efficiency
• Collaborate with operational, product teams, and analysts to achieve OKRs
• Communicate precisely on SLA improvements, efficiency, and agent distribution
• Proactively make data-driven decisions based on guidelines and best practices

Required Qualifications

• Significant experience in Workforce Management, specifically Real-time/Intraday management and Schedule optimization
• Proficient with WFM software (Calabrio preferred)
• Strong experience with G Suite (Sheets/Excel) and preferably SQL/Python for automation and analysis
• Proficient English skills (written and spoken)
• Experience administrating FTE rosters, developing tactical 8-week plans, and publishing schedules

Preferred Qualifications

• Experience with Calabrio WFM software
• Coding experience in SQL and Python
• Fintech or high-growth environment background

Required Skills

• Workforce Management (Intraday/Real-time)
• Schedule optimization and forecasting
• WFM software proficiency
• Excel/Google Sheets expertise
• SQL and Python (preferred)
• Data analysis and storytelling
• Stakeholder communication
• Strategic planning and OKR alignment
• Process automation
• Incident management

Benefits

• RSUs (stock options)
• Flexible working
• Parental leave
• Learning budget
• Paid sabbatical after 4 years
• Health insurance
• Company retreat
• Wise card

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