Workforce Management Specialist

As a WFM Specialist Scheduling & Intraday you will own the end-to-end scheduling and real-time workforce control function across a 030 day horizon. You will ensure that workforce plans are translated into optimised schedules and actively managed in real time to protect service levels efficiency and operational stability.

You will act as the operational control tower for workforce performance monitoring live metrics diagnosing risks and executing data-driven interventions to maintain service and productivity.

This role sits at the centre of the WFM lifecycle connecting Forecasting Capacity Planning Scheduling and Intraday Execution while driving continuous improvement in workforce efficiency and decision-making.

Job Responsibilities

• Own the end-to-end scheduling and intraday workforce control function across a rolling 030 day horizon ensuring alignment between forecasted demand capacity plans and operational execution.

• Build optimise and publish workforce schedules that balance service level attainment cost efficiency and employee experience while adhering to labour constraints and operational requirements.

• Validate and stress-test schedules through scenario modelling and interval-level analysis proactively identifying and mitigating coverage risks before go-live.

• Conduct weekly tactical workforce reviews across the 13 week horizon identifying emerging risks and adjusting assumptions to maintain plan integrity and operational stability.

• Act as the real-time workforce control tower monitoring performance against forecast staffing plans and service targets and ensuring rapid data-driven decision making.

• Diagnose performance deviations (e.g. volume AHT adherence shrinkage) and execute structured interventions including reallocation break optimisation and overtime/VTO actions to stabilise performance.

• Lead workforce response during operational incidents (e.g. demand surges absenteeism spikes system outages) quantifying service risk and driving mitigation actions with clear cost vs service trade-offs.

• Conduct post-incident reviews to identify root causes and embed learnings into scheduling logic intraday playbooks and tactical planning processes.

• Leverage WFM systems data tools and analytical techniques to continuously improve schedule quality intraday decisioning and workforce efficiency.

• Analyse historical workforce performance to identify recurring volatility drivers and implement structural improvements to reduce reactive interventions.

• Partner with Forecasting Capacity Planning and Operations leadership to influence assumptions challenge deviations and improve end-to-end workforce planning accuracy.

• Drive continuous improvement initiatives that enhance workforce productivity reduce cost leakage and support the evolution toward automated and scalable WFM processes.

Qualifications :

• Strong understanding of workforce management principles including service level mechanics interval staffing shrinkage occupancy and productivity drivers.

• Proven experience in scheduling and/or intraday management within a high-volume operational environment with exposure to short-term (030 day) planning horizons.

• Hands-on experience with WFM tools (e.g. NICE Verint Aspect or similar) including schedule creation optimisation and real-time management.

• Advanced analytical capability with strong proficiency in spreadsheets (required) and experience with SQL BI tools or data visualisation platforms preferred.

• Ability to interpret real-time data under pressure and make structured time-sensitive decisions with clear trade-off understanding (cost vs service vs experience).

• Strong problem-solving and root cause analysis skills with a data-driven and scenario-based mindset.

• Experience managing or supporting operational incidents with the ability to lead structured responses and stabilisation efforts.

• Strong stakeholder management and communication skills with the ability to influence planning assumptions and align cross-functional teams.

• High ownership mindset with accountability for workforce outcomes and operational performance.

• Ability to operate effectively in a fast-paced dynamic environment with shifting priorities.

• Flexible to work weekends/Public Holidays. You thrive in fast-paced environments. When the forecast changes or an incident occurs you pivot quickly and welcome the challenge with a positive attitude.

Additional Information :

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

Our Benefits:

RSUs in a rapidly growing company

Flexible working model 

An annual self-development budget

Health and dental allowance for you and your dependents

Company-paid: Life Insurance and an EAP program

Paid time off: 30 days vacation 3 Me days 1 volunteer day annually

A paid 6-week sabbatical leave after four years

18-weeks of paid parental leave after a year with us and child care assistance

Transportation vouchers

Food (708 BRL per month) and meal (1166 BRL per month) vouchers

 TotalPass access to 3500 gyms and studios throughout Brazil

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.

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Remote Work :

No

Employment Type :

Full-time