Workforce Management Specialist

About the role

Wise is looking for an Intraday WFM specialist to join our expanding team in Sao Paulo. You will partner with our Austin-based group to manage operational performance and ensure we meet our service level targets across the Americas time zones.

Key facts

What you'll do

• Monitor queue status and service levels in real-time to ensure metrics remain within expected ranges.
• Produce regular health reports for stakeholders and explain queue performance.
• Review forecasts and provide expert recommendations to improve accuracy.
• Develop alternative forecasting models when required by changing conditions.
• Execute weekly strategic plans and contribute to team-wide OKRs.
• Make independent, data-backed decisions to optimize operational efficiency.
• Manage agent schedules, including creation and adjustments based on volume trends.
• Lead incident management efforts and communicate mitigation steps to stakeholders.
• Identify and execute projects to automate workflows and reduce cycle times.

Requirements

• Strong grasp of WFM principles such as service level mechanics, interval staffing, shrinkage, occupancy, and productivity.
• Proven background in scheduling or intraday management within high-volume operations.
• Experience with 0 to 30 day short-term planning horizons.
• Hands-on experience with WFM software like NICE, Verint, or Aspect.
• Advanced spreadsheet proficiency.
• Ability to interpret real-time data and make time-sensitive decisions under pressure.
• Strong root cause analysis and problem-solving skills.
• Experience managing operational incidents and leading stabilization efforts.
• Ability to influence stakeholders and align cross-functional teams.
• Resumes must be submitted in English.

Nice to have

• Experience with SQL.
• Proficiency with BI tools or data visualization platforms.

Skills & tools

• WFM software (NICE, Verint, Aspect)
• SQL
• BI tools
• Data visualization
• Spreadsheet software

Practical notes

• Benefits include RSUs, flexible working, and an annual self-development budget.
• Health and dental coverage for you and dependents.
• Company-paid life insurance and EAP program.
• 30 days vacation, 3 Me days, and 1 volunteer day annually.
• 8 weeks paid parental leave after one year of tenure plus childcare assistance.
• 6 week paid sabbatical after four years of service.
• Transportation vouchers provided.
• Food vouchers (730 BRL per month) and meal vouchers (1,188 BRL per month).
• TotalPass access to 3,500 gyms and studios.