Workforce Management 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 Workforce Management Senior Specialist for our Hyderabad office to ensure agents are scheduled optimally, directly impacting customer support SLAs and agent efficiency. You'll collaborate with operational, product, and analyst teams globally, leveraging WFM tools and deep customer insights to drive our support model's growth amid rapid expansion and complex international challenges. Your role involves real-time SLA monitoring, forecast iteration, schedule creation, incident management, and proactive process improvements. You'll communicate precisely with stakeholders, align on priorities, and use data from advanced Excel and internal tools to optimize operations while keeping a human touch. This position offers high impact, ownership in team decisions, and the chance to solve unique global scaling problems at the heart of Wise's mission. Join a diverse, inclusive team that values open feedback, flexible working, and bold innovation. With 3-4+ years in WFM, strong analytical and communication skills, and a passion for customer-centric solutions, you'll thrive in our dynamic environment, helping build money without borders for everyone, everywhere.

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 data-driven decisions to improve SLAs, efficiency, and agent distribution
• Manage queues: review forecasts, create scheduling patterns, publish schedules
• Adjust agent schedules based on forecasted volumes to optimize SLAs
• Handle incidents calmly, manage stakeholders, and mitigate situations
• Identify process improvements, automate tasks, and reduce waste in WFM practices

Required Qualifications

• At least 3-4 years of relevant Workforce Management experience (In-house WFM preferred)
• Strong problem-solving skills with ability to manage multiple deadlines and stakeholders
• Dedicated to Wise's mission and prioritizing customer satisfaction
• Excellent verbal and written English skills with international/cross-team/cross-geo experience
• Open to feedback culture, comfortable giving and receiving feedback
• Proven track record of independently identifying and resolving issues under ambiguity

Preferred Qualifications

• Lean knowledge to document and improve processes

Required Skills

• Workforce Management tools expertise
• Advanced Excel techniques
• G Suite for data presentation
• Forecasting and scheduling
• Stakeholder communication across cultures/time zones
• Data analysis and reporting
• Problem-solving and decision-making
• Process improvement and automation
• Queue management
• Incident handling

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.