WFM Team Lead

We’re looking for a Workforce Management Lead to join our Tallinn office to help our teams deliver a Verification experience that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero.

The role will definitely give you the opportunity to put all of your previous WFM experience to use, as there is very limited real time management and there is an increasing percentage of outsourcing, which adds levels of complexity to it all. We currently have 140+ Agents. We receive 10k of verification cases on average in a month.

With 10m customers we’re already moving over £5.4bn a month and have more than 140 people in our support team across the US, Estonia, Hungary, Singapore and Tokyo. We serve a wide range of customers from personal users, freelancers, small businesses and even enterprise level businesses and banks.You’ll be leading and developing the WFM function and building the teams within that are focused on these challenges, as well as partnering with our verification leadership and other operational teams.

Your mission is to:

• Help our teams deliver a Customer Onboarding experience that helps our customers, scales globally with our growth and helps us drop our costs towards zero
• Partner with our Area leads of verification, analyst team, and other operational teams to build a globally scalable model that aligns the product approach with considerations of location and language strategy, talent planning, hiring capacity, outsourcing opportunities, specialisation and cost modelling
• Move metrics including, case processed time, average handling time, volume, occupancy, QC, and % automated
• Lead, grow, and develop your team of Workforce Planners and Analysts to ultimately create a full-stack WFM function
• Be a part of our Verification leadership team, creating a strong operational culture, developing world class WFM team and leading hiring

This role will give you an 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
• Build our global WFM team – with only a few WFM specialists in the office today you have the opportunity to build, grow and coach the local team right from the start
• Be a global WFM leader – as a part of our Verification leadership team you’ll be helping us evolve how we do verification operations, how we develop our people and how we scale globally 

• You’re experienced. You have at least 2-years of experience as a people lead and at least 2-years of experience working in a Workforce Management team 
• You’re passionate. About leading people, building teams, and making a difference for people in your work. These aren’t just lines on a job description, you genuinely enjoy what you do
• You lead people and build teams – You can hire for awesome talent and also get the best out of people reporting to you.
• You’re a good communicator. You’ve got excellent verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones – You also welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization
• You place customers first. You make no compromise on this.
• You’re strategic. You think strategically and translate strategy into operational plans and business results
• You’re tactical. You analyze and identify trends and blockers and take appropriate action
• You’re data driven. You have exceptional analytical skills and you’re comfortable working with large amounts of data. You’re good at presenting findings and have experience in establishing and tracking metrics
• You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
• You understand operations. You have experience of working with operational teams (ideally verification or any other fincrime team in a financial company), and how to work with people and processes as well as products
• You’ve got tech skills. You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL  and python skills will be a plus. (to understand and improve forecast logic and get insight from our data)
• Most importantly, you have a strong understanding of the WFM life cycle including forecasting, capacity planning, scheduling and real time management
• You're an EU citizen who is already located within the EU.

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.

• Stock options in a profitable company
• Wellbeing support - You and your family have access to an Employee Assistance Program, where you’ll be able to speak to qualified counsellors for support on anything that matters to you
• 6 weeks of paid sabbatical after 4 years at Wise on top of annual leave
• National health insurance plan, with additional 3 health days per year, and sports allowance
• Volunteering day off
• Hybrid model of flexible working