Global Workforce Management Lead

Wise

Wise

Tallinn, Estonia
Posted on Thursday, May 16, 2024

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their life easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money. For everyone, everywhere.

More about our mission and what we offer.


Job Description

We’re looking for a Global Workforce Management Lead to help our teams deliver an experience that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero. This role is based in Europe, we’re looking for a person to join us either in Budapest or Tallinn.

Here’s how you’ll be contributing to the WFM team:

  • You’ll be a key part in moving key metrics such as reach and resolution time, labour cost, forecast accuracy, employee engagement for one of our servicing functions and will be a key player in ensuring the path to our mission is never restricted by servicing capacity.
  • You’ll ensure that all new and existing Servicing queues for one of our servicing functions have tight Workforce management processes applied to them, including intraday, forecast based scheduling, capacity management and incident management.
  • You’ll work with our global head of Workforce Management and program managers for demand management and capacity management to build world class scalable and automated workforce management processes.
  • You’ll ensure that we’re building a highly skilled and motivated team of workforce management specialists with continuous growth and development baked into their Wiser journey.
  • You’ll work with senior leadership within one of our servicing functions to ensure that we have enough people in the right places doing the right things to serve our customers.

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 and lead our global WFM team - you have the opportunity to strengthen, grow and coach the team across our locations
  • Be a global WFM leader - as a part of our Customer Support leadership team you’ll be helping us evolve how we run CS operations, how we develop our people and how we scale globally

Qualifications

  • You're placed in Tallinn, Estonia, or willing to relocate here - we offer relocation and visa support for the role
  • Your verbal and written English skills are excellent
  • You have at least 5-years of experience as a people lead and at least 3-years of experience working in a Workforce Management team.
  • You have a strong understanding of the WFM life cycle including forecasting, capacity planning, scheduling and real time management.
  • 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’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’re strategic. You think strategically and translate strategy into operational plans and business results.
  • You’re tactical and data driven. You analyse and identify trends and blockers and take appropriate action. 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’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus.
  • You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation
  • You place customers first. You make no compromise on this.
  • 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 CS or any other Operations team in a financial company), and how to work with people and processes as well as products

If you're interested in the position, please apply by submitting your CV and by answering the application questions.


Additional Information

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.