Workforce Management Senior Specialist

Location: Global

Team: General

About the Role

Join Wise as a Workforce Management Senior Specialist in our Hyderabad office and play a vital role in ensuring agents are scheduled at the right place and time to deliver exceptional customer support. You'll leverage WFM tools, collaborate with operational, product, and analytics teams, and use data-driven insights to bridge high-level forecasting with flawless execution. This position offers the chance to solve global challenges amid our rapid growth, directly impacting customer satisfaction and agent performance while shaping resilient operational plans. Your mission includes strategic forecasting with 12-18 month capacity plans, tactical schedule development to meet SLAs, in-depth performance analysis, and process improvements. You'll present compelling data narratives to senior leadership and operational teams, partnering with recruitment and finance for aligned hiring strategies. Ideal for strategic thinkers passionate about numbers and customer needs, this role empowers you to drive efficiency in a dynamic, international environment. At Wise, we're building money without borders for everyone, everywhere. Thrive in our diverse, inclusive culture with flexible working, global impact, and opportunities to grow within a mission-driven team tackling the complexities of global money movement.

Key Responsibilities

• Create and maintain long-term (12-18 month) rolling capacity plans aligned with business goals and financial targets
• Develop scenario models to anticipate demand conditions and recommend resource/hiring strategies
• Collaborate with analytics, data science, recruitment, and finance teams on forecast models and hiring pipelines
• Translate forecasts into optimized agent schedules and shift patterns, managing end-to-end process
• Design schedules safeguarding SLAs using historical data, seasonality, and business intelligence
• Conduct in-depth analysis of workforce metrics and deliver reports/presentations to all management levels
• Identify and implement process improvements across WFM planning and scheduling lifecycle
• Serve as central communication hub for capacity plans and performance insights to teams and leadership

Required Qualifications

• Strong problem-solving skills and ability to manage multiple deadlines and stakeholders with varying priorities
• Dedicated to Wise's mission and prioritising customer satisfaction
• Excellent verbal and written English skills with experience working internationally, cross-team, or cross-geo
• Ability to communicate complex information clearly to non-WFM/technical audiences
• Open to feedback culture, comfortable giving and receiving feedback to anyone in the organisation
• Track record of identifying and resolving issues independently, taking initiative in unfamiliar or ambiguous circumstances
• Comfortable working with numbers to solve problems while keeping a human aspect in mind
• Previous knowledge of contact centre planning, scheduling and intraday management using workforce management tools

Preferred Qualifications

• Lean knowledge to document and improve processes in a structured manner

Required Skills

• Strategic forecasting and capacity planning
• Scenario modelling and forecast accuracy analysis (e.g., wMAPE)
• Workforce management tools proficiency
• Advanced Excel techniques
• G Suite for data presentation
• Schedule development and optimisation
• Performance metrics analysis and reporting
• Stakeholder collaboration across teams
• Process improvement and documentation
• Clear communication of complex data

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.