We’re looking for a Workforce Management Senior Specialist to join our Operational team in our Hyderabad office!

As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.

This position is ideal for a strategic thinker who uses data to build resilient, efficient operational plans, bridging the gap between high-level forecasting and flawless execution.

Your Mission

Strategic Forecasting & Capacity Planning:
- Create and maintain long-term (12-18 month) rolling capacity plans, ensuring strategic alignment with business goals and financial targets.
- Develop sophisticated scenario models to anticipate a range of demand conditions, recommending optimal resource and hiring strategies to senior management.
- Collaborate closely with analytics and data science teams to test, validate, and enhance forecast models, performing deep-dive analyses on forecast accuracy (e.g., wMAPE).
- Partner with recruitment and finance teams to ensure hiring pipelines and budgets are directly aligned with long-range capacity requirements.
Tactical Schedule Development
- Translate complex forecasts into optimized agent schedules and shift patterns, managing the end-to-end process from creation to final publication.
- Proactively design schedules that safeguard service levels (SLAs) by analyzing historical performance data, seasonality, and business intelligence.
- Develop and document scheduling strategies and contingency plans to mitigate the impact of potential operational disruptions before they occur.
Performance Analysis & Reporting
- Conduct in-depth analysis of workforce metrics to identify key trends, risks, and opportunities for improvement across all planning horizons.
- Prepare and deliver clear, insightful reports and presentations for all levels of management, from post-day performance summaries to quarterly strategic capacity reviews.
- Use data to build compelling narratives that engage operational teams and drive continuous improvement in key performance metrics.
Process Improvement & Stakeholder Collaboration
- Identify and implement process improvements across the entire WFM planning and scheduling lifecycle to enhance accuracy, efficiency, and effectiveness.
- Serve as a central communication hub, expertly articulating capacity plans and performance insights to operational teams, support functions, and senior leadership.

This role will give you the opportunity to

Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission.
Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build.
Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools.

About you
You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally, you are dedicated to our mission at Wise and prioritise customer satisfaction.

You’re a good communicator. You’ve got excellent verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones. We want someone who can effectively communicate complex information clearly to a non WFM/technical audience.
You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation. You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
You understand numbers. You’re keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind
Lean knowledge to document and improve processes in a structured manner is preferred but not required
Previous knowledge of contact centre planning, scheduling and intraday management using workforce management tools required

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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