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 lives easier and save them money.
As part of our team, you will be helping us create an entirely recent network for the world's money.

For everyone, everywhere.
More about our mission and what we offer.

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, intraday effectiveness)

• Identify performance opportunities through quality, data analytics and source-of-truth reporting

• Recommend capacity requirements and coverage distribution opportunities, supporting our strategy

• Work with our Vendor Management team to highlight

📌 Workforce Management Lead (Hyderabad)
🏢 WISE
📍 Hyderabad