Workforce Management Lead

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From Wise’s original posting

Job Description: As a WFM Lead, you will play a crucial role in supporting our agents and operational teams to optimise SLA and efficiency whilst protecting agent well-being. You’ll be supporting and levelling up our WFM team in our quest to provide the best and lowest-effort customer experience, whilst ensuring our processes and costs scale globally with the company’s rapid growth Your Mission • Grow and level up your team, supporting their development through the WFM Career map and beyond • Set the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeks • Build scalable scheduling or intraday routines, identify and highlight replication opportunities for global consistency • Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times • Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being • Drive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times,…