WFM Operations Partner Senior Lead

About the role

Wise is seeking an experienced leader to take charge of the collaboration between Workforce Management (WFM) and Operations at our Tallinn office. In this pivotal role, you will champion the integration of WFM strategies into operational decision-making processes, steering the organization towards a more predictable and data-driven execution model.

Key facts

What you'll do

• Lead the WFM Operations Partner team, overseeing the recruitment, onboarding, performance evaluations, and ongoing professional growth of team members.
• Represent the WFM function in discussions with Heads of Operations and other senior leaders, ensuring that WFM principles are well understood and applied.
• Act as the ultimate authority for workforce-related decisions that impact service quality, operational costs, or the long-term viability of the business.
• Develop and uphold standards for decision-making quality, effective communication with stakeholders, and compliance with established WFM frameworks.
• Provide strategic leadership to the Intraday and Scheduling Specialists, guiding them in their daily operations.
• Mentor team members in analyzing performance metrics and delivering data-driven insights to operational stakeholders.
• Collaborate with various departments to ensure alignment between WFM strategies and overall business objectives.
• Drive initiatives aimed at improving operational efficiency and service delivery through effective workforce planning.
• Analyze workforce data to identify trends and make recommendations for improvements in staffing and scheduling.
• Facilitate training sessions to enhance the understanding of WFM concepts among operational teams.
• Foster a culture of continuous improvement by encouraging feedback and implementing best practices across the organization.
• Prepare and present reports to senior management on WFM performance and operational outcomes.

Requirements

• At least 4 years of experience in Workforce Management or Operations, particularly in high-volume settings such as contact centers or shared services.
• Experience working in regulated environments, especially in areas related to Financial Crime (FinCrime) or Know Your Customer (KYC) processes.
• Proficient in translating complex WFM concepts, including Erlang calculations, shrinkage rates, and occupancy levels, into actionable business strategies.
• Proven track record of managing relationships with stakeholders at the department head level, demonstrating effective communication and negotiation skills.
• Strong analytical capabilities to differentiate between leading and lagging performance indicators.
• Experience in leading change management projects and developing new operational procedures.
• Confidence to challenge senior management when operational decisions do not align with WFM strategies.
• Excellent problem-solving skills and the ability to think critically under pressure.

Nice to have

• Familiarity with WFM software platforms such as NICE, Calabrio, or Verint, which can enhance operational efficiency.
• Previous experience in a formal coaching or mentoring role, helping others to develop their skills and knowledge.
• Skills in SQL or data visualization tools like Looker, enabling independent data analysis and reporting.

Skills & tools

• Comprehensive understanding of WFM frameworks and principles
• Strong stakeholder management capabilities
• Effective people management skills
• Proficient in change management methodologies
• Advanced data analysis and interpretation skills

Practical notes

• This position offers relocation assistance and visa support for qualified candidates.
• Interested applicants should submit their applications through the Wise careers portal to be considered for this exciting opportunity.

Join Wise and be a part of a dynamic team that is transforming the way we manage workforce operations. Your expertise will play a crucial role in enhancing our operational effectiveness and ensuring that we continue to deliver exceptional service to our customers. If you are a strategic thinker with a passion for workforce management, we encourage you to apply and help us shape the future of our operations.

About the company

Wise (formerly TransferWise) is a financial technology company that provides international money transfers and multi-currency accounts. Founded by Kristo Käärmann and Taavet Hinrikus in 2011, Wise went public on the London Stock Exchange in July 2021 and moves over $12 billion per month.