WFM Team Lead

As a WFM Lead, you will play a crucial role in supporting our agents and operational teams to optimise SLA and efficiency whilst protecting agent well-being. You’ll be supporting and levelling up our WFM team in our quest to provide the best and lowest-effort customer experience, whilst ensuring our processes and costs scale globally with the company’s rapid growth

We are looking for superstars in both Scheduling and Intraday functions and will discuss your preference and forte during the interview rounds. This role is for you if you’re passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes. 

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 and work with our internal and outsourced teams to deliver this
• 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)
• Co-own quarterly OKR target-setting with your fellow leads
• Build smaller-scale forecasts to support exceptional events, such as incidents

• You’re experienced as a people lead - you have at least 1 years of experience leading teams and/or 1 year in a WFM role.
• You have a strong understanding of WFM. You have experience in forecasting (including knowledge of different forecasting models), capacity planning, scheduling and real-time management.
• You’re an independent problem solver. You’re able to identify and resolve issues independently, even in unfamiliar or ambiguous situations.
• You’re a self-starter - you have a proven track record of taking ownership and creatively solving problems, while improving efficiency.
• You feel confident in stakeholder management - you’re able to connect and maintain relationships with various internal teams.
• You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances. 
• You are strategic and data driven - you think strategically and are able to translate strategy into operational plans, you analyse and interpret data. You have worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! 

Nice to have:

• You’re skilled in SQL and Python

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 Instagram.