Workforce Management Team Lead

You will lead a mix of Senior and Junior specialists based in Sao Paulo acting as the anchor for our West time zone (Americas) coverage. While your direct reports are local you will be part of a truly global structure: collaborating closely with the Intraday team in Austin TX and reporting into Global Leadership located in London UK and Tallinn Estonia. Your role is the bridge that ensures our regional operations align perfectly with our global standards.

Why this role

• Shape the Strategy: You arent just executing; you are planning. You will set the strategy for the upcoming quarters and have the autonomy to recommend capacity requirements that define how we operate.

• Global Impact: You will drive operations for the region ensuring the global strategy is followed while championing local needs. Your work ensures our customers receive the best support possible as we scale.

• Drive Mission Zero: You will empower your team to support initiatives that guide the company toward our ultimate goalMission Zeroensuring our processes scale efficiently as we grow.

• Build & Automate: You will have the freedom to identify replication opportunities for global consistency. If you see a manual process that wastes time you have the mandate to fix it automate it and streamline it.

Your Mission

• Grow and level up your team supporting their development through the WFM Career map and beyond

• Set the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeks

• Build scalable scheduling or intraday routines identify and highlight replication opportunities for global consistency

• Understand and interrogate our forecasts making adjustments using your expertise and optimise our coverage to meet our SLAs efficiency goals and resolution times

• Identify process improvement opportunities and take the initiative to automate improve efficiency and reduce waste and cycle times across WFM practices whilst always considering our agents well-being

• Drive and be accountable for WFM KPI improvements (forecasting accuracy scheduling accuracy cycle times intraday effectiveness)

• Identify performance opportunities through quality data analytics and source-of-truth reporting

• Recommend capacity requirements and coverage distribution opportunities supporting our strategy

• Work with our Vendor Management team to highlight opportunities and increase our flexibility

• Continuously improve our rolling 18 month capacity plan for the business unit supporting your analysts with your expertise in reducing wMAPE rates

• Co-own quarterly OKR target-setting with your fellow leads

• Build out reports to improve the quality of decision-making in collaboration with our planners and analysts

• Build smaller-scale forecasts to support exceptional events such as incidents

• Build regional WFM capacity plan for your team

Qualifications :

We are looking for a visionary leader who can balance the human side of management with the technical precision of workforce planning. You are a process expert who loves data but loves seeing your team grow even more.

Your Experience & Hard Skills:

• Leadership Experience: You have at least 3 years of experience leading teams with a proven track record of developing talent building career maps and driving high performance.

• WFM Expertise: You bring a 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.

• Process Excellence: You are a process expert ideally with Lean Six Sigma Green Belt experience. You know how to formally document processes identify waste and drive automation to improve cycle times.

• Data & Tools: You are an advanced user of Excel/Google Sheets and have experience with BI tools like Looker. You are comfortable interpreting data to tell a story and support decision-making.

• Strategic Planning: You have experience setting scheduling strategies (3-month outlooks) and intraday strategies (2-week outlooks) that balance efficiency with agent well-being.

• Language Skills: You have proficient English to communicate effectively with global leadership and cross-cultural teams.

Your Soft Skills & Mindset:

• Global Collaborator: You have experience working across global functions. You understand how to communicate cross-culturally and can build strong relationships with stakeholders in Austin London and Tallinn.

• Independent Problem Solver: You are a self-starter who gets it done. You can navigate ambiguity identify issues without being told and resolve conflicts calmly.

• Strategic Vision: You can think big picture. You know how to translate high-level company strategy into actionable operational plans and co-own quarterly OKRs.

• Empathetic Leadership: You are passionate about people. You prioritize agent well-being and are dedicated to leveling up your team through mentorship and support.

Its a bonus if you have:

• Coding skills: Proficiency in SQL and Python to automate reporting and dive deeper into analytics.

• Background in Statistics: A strong grasp of statistical methods to enhance forecasting accuracy.

• Fintech Experience: A background in Financial Services or a technical environment.

Additional Information :

*Please note only resumes provided in English will be considered*

More about our mission and what we offer.

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

Were 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 its like to work at Wise visit .

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

Remote Work :

No

Employment Type :

Full-time