Opportunity at
WiseWorkforce Management Lead
Wise is hiring a Workforce Management Lead to join its on-site team in Hyderabad. In this full-time role, the professional will support agents and operational teams…
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About This Role
Wise is hiring a Workforce Management Lead to join its on-site team in Hyderabad. In this full-time role, the professional will support agents and operational teams to maximize service level agreements and efficiency while safeguarding agent well-being. The position involves guiding and developing the workforce management team to deliver low-effort customer experiences and scale processes globally amidst rapid company growth. Key duties include formulating scheduling strategies, establishing scalable scheduling routines,…
Job Description
Wise is hiring a Workforce Management Lead to join its on-site team in Hyderabad. In this full-time role, the professional will support agents and operational teams to maximize service level agreements and efficiency while safeguarding agent well-being. The position involves guiding and developing the workforce management team to deliver low-effort customer experiences and scale processes globally amidst rapid company growth.
Key duties include formulating scheduling strategies, establishing scalable scheduling routines, analyzing forecasts to optimize coverage, and automating processes to eliminate waste and reduce cycle times. The lead will also be responsible for driving key performance indicator improvements, refining an 18-month rolling capacity plan, collaborating on quarterly objectives, and partnering with vendor management and internal analytics teams.
This role suits individuals with a strong background in workforce management and leadership who excel at independent problem-solving and cross-cultural communication. Wise operates as an international organization focused on building borderless financial services while prioritizing diversity, equity, and inclusion across its global workforce.
Responsibilities
- Manage and foster the development of the workforce management team utilizing the career map
- Establish three-month scheduling strategies or two-week intraday strategies and routines
- Analyze and adjust forecasts to optimize staffing coverage and meet service level agreements
- Automate processes to improve efficiency, minimize waste, and shorten cycle times while protecting agent well-being
- Drive and maintain accountability for forecasting accuracy, scheduling precision, cycle times, and intraday effectiveness
- Propose capacity requirements and coverage distribution options to support business strategy
- Collaborate with vendor management to enhance operational flexibility
- Refine an ongoing 18-month capacity plan and assist analysts with wMAPE reduction
- Co-create quarterly objectives and key results alongside peer leads
- Design reports with planners and analysts to enhance decision-making quality
- Construct short-term forecasts to handle unexpected events and incidents
- Develop regional workforce management capacity plans
Requirements
- Minimum of 3 years of experience leading teams
- At least 2 years of experience working in a workforce management role
- Advanced spreadsheet and Excel proficiency alongside familiarity with business intelligence tools such as Looker
- Demonstrated ability to autonomously identify and resolve challenges in unfamiliar or ambiguous conditions
- Expertise in workforce management functions including forecasting models, capacity planning, scheduling, and real-time management
- Capacity to build and maintain effective relationships with various internal stakeholders
- Strategic, data-driven mindset with the ability to translate high-level strategies into operational execution
Qualifications
- Proficiency in SQL and Python
- Lean Six Sigma certification up to the green-belt level
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the location and work arrangement for the Workforce Management Lead role?
The position is based on-site in Hyderabad.
What are the core experience requirements for this position?
Candidates must have at least 3 years of experience leading teams, including a minimum of 2 years specifically in a workforce management role.
What salary and benefits are offered?
The job posting does not specify the salary or employee benefits.
Sample Interview Questions
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