Opportunity at
WiseWorkforce Management Lead
Wise is hiring a Workforce Management Lead for an on-site position in Hyderabad. This full-time role focuses on supporting operational teams and agents to maintain service…
Career Tools
About This Role
Wise is hiring a Workforce Management Lead for an on-site position in Hyderabad. This full-time role focuses on supporting operational teams and agents to maintain service level agreements and efficiency while protecting agent well-being. The person in this position will mentor and develop team members, establish scheduling strategies, evaluate forecasts, optimize staffing coverage, and identify processes to eliminate waste and reduce cycle times. This role suits professionals with a strong…
Job Description
Wise is hiring a Workforce Management Lead for an on-site position in Hyderabad. This full-time role focuses on supporting operational teams and agents to maintain service level agreements and efficiency while protecting agent well-being. The person in this position will mentor and develop team members, establish scheduling strategies, evaluate forecasts, optimize staffing coverage, and identify processes to eliminate waste and reduce cycle times.
This role suits professionals with a strong background in workforce management who can independently solve problems, drive key performance indicator improvements, and collaborate with various internal departments and vendor management teams. The ideal candidate has experience managing people and working across international functions.
Wise builds international money transfer services and champions a diverse, equitable, and inclusive workplace where team members from all backgrounds can contribute and advance their careers.
Responsibilities
- Develop and mentor team members through the workforce management career map
- Establish scheduling strategies for the upcoming three months or intraday strategies for the next two weeks
- Create scalable scheduling and intraday routines while identifying opportunities for global consistency
- Analyze and adjust forecasts to optimize coverage for service level agreements, efficiency goals, and resolution times
- Drive process improvements to automate tasks, eliminate waste, and reduce cycle times while safeguarding agent well-being
- Take accountability for workforce management key performance indicators including forecasting accuracy, scheduling accuracy, cycle times, and intraday effectiveness
- Recommend capacity requirements and coverage distribution opportunities
- Collaborate with the vendor management team to enhance flexibility
- Maintain and improve the rolling 18-month capacity plan for the business unit
- Co-own quarterly objectives and key results target-setting with peer leads
- Build reports to enhance decision-making quality alongside planners and analysts
- Generate smaller-scale forecasts to manage exceptional events and incidents
- Develop regional workforce management capacity plans
Requirements
- At least 3 years of experience leading teams
- At least 2 years of experience in a workforce management role
- Strong knowledge of forecasting models, capacity planning, scheduling, and real-time management
- Ability to identify and resolve issues independently in unfamiliar or ambiguous situations
- Experience using business intelligence tools such as Looker
- Advanced skills in Excel and spreadsheets
Qualifications
- Proficiency in SQL and Python
- Lean Six Sigma experience up to 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.
Where is this job located?
This position is on-site in Hyderabad.
What is the employment type?
This is a full-time position.
What salary is offered for this role?
The posting does not specify the salary.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.