Workforce Management Senior Specialist

• Help to create and execute the strategic plan and objectives outlined on a weekly basis as well as collaborate to achieve our higher-level OKRs

• Independently and proactively make decisions and take actions based on established guidelines data analysis and best practices

• Communicate with precision to relevant teams about ways to improve our SLAs operational efficiency and distribution of our agents

• Ensure your stakeholders are constantly aware of what youre working on and how youre supporting them actively aligning on priorities and action plans

• Carry out all necessary tasks related to managing our queues including reviewing and iterating forecasts creating scheduling patterns publishing schedules and working with the wider WFM team to find solutions that align with our objectives

• Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs

• Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation

• Identify process improvement opportunities and take the initiative to automate improve efficiency and reduce waste and cycle times across WFM practices

• Run mini projects to improve efficiency and effectiveness across our ways of working and key metrics

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.

Qualifications :

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. 

• Youre a good communicator. Youve got excellent verbal and written English skills and youve worked internationally cross-team or cross-geo before so youll 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. Youre 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

Additional Information :

Salary

• 2 775 - 3 400 EUR monthly gross RSU (Restricted Stock Units) 

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