WFM Senior Specialist at Wise

Tallinn, Harju County, Estonia

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, TechnologyIndustries

Requirements

Strong problem-solving skills and ability to efficiently manage multiple deadlines and stakeholders with varying priorities
Dedicated to Wise's mission and prioritizes customer satisfaction
Previous knowledge of contact centre planning, scheduling, and intraday management using workforce management tools
Excellent verbal and written English skills
Experience working internationally, cross-team, or cross-geo

Responsibilities

Know exactly where SLAs and metrics stand at any given time
Create regular health reports for stakeholders and articulate the status of queues
Understand forecasts and iterate with expertise to provide recommendations for improvement
Introduce alternative forecasts based on situations when asked
Help create and execute the strategic plan and objectives on a weekly basis, collaborating to achieve higher-level OKRs
Independently and proactively make decisions and take actions based on guidelines, data analysis, and best practices
Communicate precisely to relevant teams about ways to improve SLAs, operational efficiency, and agent distribution
Ensure stakeholders are constantly aware of your work, actively aligning on priorities and action plans
Carry out tasks related to managing queues, including reviewing/iterating forecasts, creating scheduling patterns, publishing schedules, and collaborating with the WFM team
Create and/or adjust agent schedules based on forecasted volumes to optimize SLAs
Confidently handle incidents, manage stakeholders, and devise mitigation steps
Identify process improvement opportunities and take initiative to automate, improve efficiency, reduce waste, and shorten cycle times in WFM practices
Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools

Skills

Workforce Management

Scheduling

Intraday Management

Forecasting

SLA Monitoring

Metrics Reporting

Stakeholder Management

OKRs

WFM Tools

Wise

Facilitates low-cost international money transfers

About Wise

Wise focuses on international money transfers, providing a low-cost alternative to traditional banks. It uses a peer-to-peer system to match transfers between users in different countries, which helps reduce fees and offers better exchange rates. Customers pay a small, transparent fee for each transaction, and Wise also offers a multi-currency account for managing funds in various currencies. The company aims to maintain high performance and reliability while ensuring transparency and trust with its users.

London, United KingdomHeadquarters

2011Year Founded

$385.5MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

5,001-10,000Employees

Benefits

PTO & annual leave

Work from home flexibility

Parental leave

Medical insurance plans

Health & wellbeing discounts

Pension & retirement plans

Social events

Relocation support

Risks

Increased competition from banks integrating Swift services could challenge Wise's market share.

Regulatory scrutiny following Stenn's collapse may increase pressure on Wise.

Bitcoin's low transaction fees could attract customers away from Wise's services.

Differentiation

Wise offers a peer-to-peer system for low-cost international money transfers.

The company provides a multi-currency account for ex-pats, freelancers, and travelers.

Wise's transparent fee structure attracts customers seeking cost-effective money transfer solutions.

Upsides

Partnership with Morgan Stanley enhances Wise's cross-border settlement capabilities.

Expansion into India's remittance market presents significant growth opportunities for Wise.

API integrations offer additional revenue streams and market penetration for Wise.

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