Workforce Management Senior Specialist

**Office**:
Singapore

**Team**:
Customer Support

**Salary Range**:
From SGD 5,600

A Senior WFM specialist at Wise is vital in ensuring CS agents are placed at the right place and at the right time, utilizing our resources efficiently so we can both deliver on our SLAs as well as maintain a cost-efficient and scalable CS operations. You will be responsible for the allocation of CS headcounts across all our channels and tiers. As a key member of the WFM team, you’ll play a big role in making sure our Customer Support performance is always on track.

**Here’s how you’ll be contributing**:

- Your responsibilities will split across two main domains - scheduling & intraday
- Collaborate with fellow WFM team members to deploy scheduling and intraday strategies
- Run scenarios and provide analysis of potential impact of new business initiatives, changes to SLA, routing, skilling, outsourcing etc.
- Work closely with the broader Workforce Management (WFM) team to improve intraday, scheduling, forecasting and capacity management processes.
- Track, analyze and report on CS and WFM efficiency using available resources
- Effectively communicate across the broader Wise team and our outsourcing partners.
- Share actionable WFM insights with your regional CS stakeholders and agree on the set of actions to address the issues

**A bit about you**
- Minimum 1 year experience in Workforce Management Intraday, Scheduling or Resource planning roles.
- Well-developed problem-solving and analytical skills with attention to detail
- Ability to effectively communicate complex information clearly to a non WFM/technical audience
- Ability to process large amounts of complex raw data and present in a comprehensible fashion
- Self-motivated and driven, used to being in a fast-paced environment
- Previous experience with operational and analytical reporting.
- You have experience with Workforce Management tools and metrics.
- You have experience with data visualization tools (Looker, PowerBI, Tableau etc.) and turning complex data into an easy to follow story.
- Advanced knowledge of Excel and Google Docs
- A dedicated team player and relationship builder

**Some extra skills that are great**:

- Previous experience scheduling & intraday across multiple languages and continents
- Knowledge of VBA or Google Apps Script
- Basic understanding of SQL Language

**Key Details**

Office: Singapore

**Key Benefits**:

- Monthly salary starting from ~5,600 SGD (gross)
- Restricted Stock Units (RSUs) in a profitable company
- Flexible working - whether it’s working from home, school plays, or life admin we get that flexibility is essential and you’re trusted to do the right thing and be responsible
- Medical insurance
- Weekly team lunches
- A fun work environment with social activities and events
- Loads of development opportunities
- The opportunity to work with super smart, curious people

And much more - check out more about our offer here.

**A bit about Wise**:
Since 2011, we’ve had a clear mission: money without borders. Built by and for people who live global lives, we’re the fairest, easiest way to manage your money across borders.

We’re just at the beginning of our story and we’re growing at an incredible pace. We won’t stop until anyone, anywhere can send, spend and receive money wherever they are, whatever they’re doing. There’s still heaps to do and we can’t do it alone.

**Our People**:
At Wise, you’ll be joining a movement of people who believe in a better, fairer, more transparent way of moving money around the world. You’ll collaborate to do your best work and take on problems that no one has looked at before.

If you’re keen to learn, grow, try new things and aren’t afraid of a bold plan, you’ll fit right in.

**How we work**:
At Wise our strategy emerges from the collective brainpower of all our people, who are organised in dozens of independent, autonomous teams. Teams stay closest to our customers, so they choose what problems to solve and where to spend the most time.

You’ll experience radical levels of ownership and empowerment within your role. Plus the opportunity to see the direct impact of your work on our customers.