Workforce Management Senior Specialist

• Act as the single WFM partner for assigned Operations areas (e.g. CS, KYC, FinCrime, PayOps)
• Partner with Operations leaders to interpret intraday signals, scheduling constraints, capacity risks and trade-offs.
• Facilitate structured decision-making conversations, clearly outlining service vs cost vs productivity implications, short-term vs medium-term impacts.
• Challenge operational decisions that contradict agreed WFM frameworks or create downstream capacity risk.
• Ensure consistent adoption of intraday management playbooks, scheduling principles, capacity planning assumptions
• Monitor and surface recurring exceptions, overrides, or non-standard practices
• Act as an escalation bridge between Operations, WFM Leads (L5), Performance and Demand Management teams.
• Use WFM outputs and insights (produced by L5/L6) to proactively highlight upcoming capacity or coverage risks scheduling fragility, intraday volatility patterns
• Support scenario-based discussions with Operations (e.g. demand spikes, staffing constraints, competing priorities).
• Ensure Operations understand uncertainty and confidence ranges not just point estimates.
• Partner closely with Demand Management on new demand drivers and launches
• Performance Management on KPI steering and remediation
• Ensure operational feedback is structured, evidence-based, and fed back into WFM improvement loops
• Support consistent communication between Operations and WFM execution teams without becoming a delivery bottleneck.
• Raise WFM literacy within Operations by explaining core WFM concepts (SLA, occupancy, adherence, shrinkage) correcting common misinterpretations of metrics
• Support onboarding of new Operations leaders into WFM frameworks & Service Scale operating principles.
• Act as a mentor and subject-matter guide for Intraday and Scheduling Specialists by coaching on decision quality and trade-off thinking, reinforcing standard playbooks and frameworks, providing feedback on recurring execution risks and improvement opportunities.

Requirements

• 3-5 years of WFM experience
• You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally, you are dedicated to our mission at Wise and prioritise customer satisfaction.
• You’re a good communicator. You’ve got excellent verbal and written English skills and 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. We want someone who can effectively communicate complex information clearly to a non WFM/technical audience.
• You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organisation. You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
• You understand numbers. You’re keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind.
• Lean knowledge to document and improve processes in a structured manner is preferred but not required