Workforce Management Team Lead

Location: Global

Team: Lead

About the Role

Lead a dynamic team of Senior and Junior Workforce Management specialists in São Paulo, serving as the anchor for West time zone (Americas) coverage. Collaborate globally with teams in Austin, TX, London, UK, and Tallinn, Estonia, to align regional operations with worldwide standards. Shape quarterly strategies, optimize forecasts, drive automation, and champion agent well-being to support Wise's Mission Zero for scalable, efficient processes. This role offers autonomy to recommend capacity needs, build scalable routines, and co-own OKRs, ensuring top-tier customer support as we grow. Identify performance opportunities through data analytics, improve KPIs like forecasting accuracy and cycle times, and foster a high-performing team via career development. Ideal for a visionary leader passionate about people, processes, and global impact in a mission-driven tech company redefining international money movement. Salary range: 16,100 - 22,000 BRL Monthly. Join Wise to make a real difference for customers worldwide.

Key Responsibilities

• Grow and level up your team, supporting their development through the WFM Career map
• Set the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeks
• Build scalable scheduling or intraday routines and identify replication opportunities for global consistency
• Understand and interrogate forecasts, making adjustments to optimise coverage for SLAs, efficiency goals, and resolution times
• Identify process improvement opportunities, automate, improve efficiency, and reduce waste while considering agent well-being
• Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
• Recommend capacity requirements, coverage distribution, and support the rolling 18-month capacity plan
• Co-own quarterly OKR target-setting, build reports, and create smaller-scale forecasts for exceptional events

Required Qualifications

• At least 3 years of experience leading teams, with a proven track record of developing talent, building career maps, and driving high performance
• Minimum of 2 years in a Workforce Management role, with deep knowledge of forecasting models, capacity planning (rolling 18-month plans), scheduling strategies, and real-time management
• Advanced user of Excel/Google Sheets and experience with BI tools like Looker
• Proficient English to communicate effectively with global leadership and cross-cultural teams
• Experience working across global functions and building relationships with international stakeholders

Preferred Qualifications

• Lean Six Sigma Green Belt experience
• Formal process documentation and automation expertise
• Experience in Vendor Management collaboration

Required Skills

• Team leadership and talent development
• Workforce Management (forecasting, capacity planning, scheduling, real-time management)
• Process excellence and automation
• Data analysis and interpretation
• Excel/Google Sheets (advanced)
• BI tools (e.g., Looker)
• Strategic planning (3-month scheduling, 2-week intraday)
• Global collaboration and cross-cultural communication
• Problem-solving and ambiguity navigation
• Empathetic leadership focused on agent well-being

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.