WFM Operations Partner Senior Lead

Were looking for a Workforce Management Operations Partner Lead to join our Operational team in our Tallinn office!

The WFM Operations Partner Senior Lead is accountable for the WFMOperations partnering model ensuring Workforce Management disciplines are consistently embedded into operational decision-making across the business.

This role owns the quality consistency and effectiveness of WFM partnership with Operations ensuring that intraday scheduling and capacity principles are applied correctly escalations are handled with discipline and short-term decisions do not undermine medium- and long-term workforce plans.

The role does not execute tactical WFM activities or own forecasting scheduling or intraday delivery. Instead it leads the Ops Partner function sets standards manages people and acts as the senior WFM representative in complex operational trade-offs.

Your mission is to institutionalise WFM decision-making inside Operations moving the organisation from reactive firefighting to predictable data-driven execution at scale.

Your Mission

• The WFM Operations Partner Lead is accountable for the people standards and decision quality of the WFM Operations Partner function. This includes direct line management of Ops Partner Leads and dotted-line functional leadership over Intraday and Scheduling Specialists.

• Act as the direct people manager for WFM Operations Partner Leads with accountability for:

  • hiring onboarding and role clarity

  • performance management GrowWise cycles and calibration

  • ongoing coaching feedback and development.

• Set and reinforce clear expectations for:

  • decision quality

  • stakeholder behaviour

  • adherence to WFM principles and frameworks.

• Develop Ops Partner Leads from:

  • metric interpretation 

  • structured decision support 

  • confident evidence-based challenge of Operations leadership.

• Ensure consistent capability judgement and behavioural standards across the Ops Partner team through calibration and peer review.

• Act as the senior WFM representative to Operations Heads and senior Ops leaders.

• Own the quality and consistency of workforce decisions taken by Operations.

• Serve as the final escalation point for workforce-related decisions that materially impact service cost or workforce sustainability.

Qualifications :

Must have:

• 4 Years WFM/Ops Experience: Proven track record in high-volume scaled environments (Contact Centers or Shared Services).

• Financial Services Knowledge: Specific understanding of KYC FinCrime or regulated operational environments.

• The Translator Ability: Capable of turning complex WFM jargon (Erlang Shrinkage Occupancy) into clear actionable business advice.

• Strategic Assertiveness: The backbone to constructively challenge senior leaders and say no when decisions undermine WFM plans

• Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.

• Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.

• Forward-Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.

• Change Management: Experience driving the adoption of new playbooks or frameworks across different operational units.

Nice to have:

• Tool Proficiency: Functional familiarity with WFM software (e.g. Calabrio NICE Verint) to understand outputs and constraints.

• Coaching & Mentorship: Experience in a lead or mentor capacity specifically helping others improve their decision-making quality.

• SQL or Data Viz Skills: Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.

Additional Information :

This role is part of the global WFM organization reporting to the Functional Head of WFM. 

Team Goal: To protect the scalability of Wise. The teams mission is to ensure that WFM insights are actually adopted and applied ensuring we hit our SLAs efficiently as the company grows.

• Salary:  4950 EUR - 6600 EUR

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