Workforce Management Senior Specialist

4 months ago

Singapur, Singapore Wise Full time
Job Description

We’re looking for a Workforce Management Senior Specialist to join our team in the Singapore office

As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts, across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This coupled with deep understanding of our customers' needs, you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.

We are looking for superstars in both Scheduling and Intraday functions and will discuss your preference and forte during the interview rounds.

Your Mission

  • Know exactly where SLAs and our metrics stand at any given time

  • Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders

  • Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve

  • Introduce alternative forecasts when asked, based on the situation

  • Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs

  • Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices

  • Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents

  • Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans

  • Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives

  • Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs

  • Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation

  • Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices

This role will give you the opportunity to

  • Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission

  • Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build

  • Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools.


Qualifications

About you

  • Are a Singaporean Citizen/PR. Please note that we are unable to sponsor visas for this role.
  • Have at least 1 year of relevant Workforce Management experience (in-house or in an outsourcing environment) with contact centre planning, scheduling and intraday management using workforce management tools.
  • 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



Additional Information

Compensation:
SGD 6300 - 7400 Monthly + RSUs

For everyone, everywhere. We're people building money without borders  — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.

  • Workforce Management Senior Specialist

    4 months ago

    Singapur, Singapore Wise Full time

    Job Description We’re looking for a Workforce Management Senior Specialist to join our team in the Singapore office! As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams, product teams,...

  • Specialist, Workforce Planning

    7 months ago

    Singapur, Singapore Grab Full time

    Life at Grab  At Grab, every Grabber is guided by The Grab Way, which spells out our mission, how we believe we can achieve it, and our operating principles - the 4Hs: Heart, Hunger, Honour and Humility. These principles guide and help us make decisions as we work to create economic empowerment for the people of Southeast Asia. Get to know the...

  • Manager, Workforce Planning

    8 months ago

    Singapur, Singapore SMRT Corporation Ltd Full time

    Job Purpose Manager, Workforce Planning will assist Deputy Director, Strategic Human Resource & Partnerships to develop and execute human resource strategies and initiatives that align with SMRT Trains’ organisational strategy and goals. The Manager is responsible for ensuring there is sufficient and sustainable capability and capacity in Trains...

  • Senior Officer, Customer Insights

    7 months ago

    Singapur, Singapore United Overseas Bank Full time

    Senior Officer, Customer Insights (Workforce Management), Contact Centre Posting Date: 05-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and...

  • Workforce Transformation, Associate Director

    1 month ago

    Singapur, Singapore KPMG - Singapore Full time

    Job DescriptionJoin KPMG's Organisational Transformation team specialising in Workforce, HR Advisory and Enterprise Change. Our practice empathises the human-centric strategies that deliver value from cutting-edge technology to enable organisations to deliver people centric transformation.We are looking for a Workforce Transformation Associate Director who...

  • OCT Workforce Development Engineer

    7 months ago

    Singapur, Singapore Micron Full time

    Our vision is to transform how the world uses information to enrich life for all. Join an inclusive team passionate about one thing: using their expertise in the relentless pursuit of innovation for customers and partners. The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible. We do it...

  • Angular Front-End Engineer

    4 weeks ago

    Singapur, Singapore KAMI Workforce Full time

    At KAMI Workforce, we believe in the transformative power of technology in human resources. We are on a mission to revolutionize the workforce management landscape with our innovative HR software and services. We are currently seeking an Angular Front-End Engineer to join our dynamic team. With your expertise, you will contribute to the development of robust...

  • TikTok Shop

    7 months ago

    Singapur, Singapore TikTok Full time

    About the team SMT is looking for a Global Workforce Management Program Lead to be responsible for the strategy, governance, and operations across our BPO contingent workforce. This role also provides capacity solutions support to ensure business success with contingent labor, and deliver committed Service Level Agreement with whole lifecycle management...

  • Intern, Extended Workforce Innovation

    1 month ago

    Singapur, Singapore Grab Full time

    Job DescriptionGet to Know the TeamThe Extended Workforce Operations team at Grab manages the entire life cycle of our extended workforce, which includes contractors, consultants, and service providers across multiple regions. As part of People Operations, the team works with Procurement and Finance teams for seamless operations and compliance.Get to Know...

  • Manager, Workforce Management, Group Contact Center

    7 months ago

    Singapur, Singapore United Overseas Bank Full time

    Manager, Workforce Management, Group Contact Center Posting Date: 18-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia...

  • Manager, Workforce Management, Contact Center

    7 months ago

    Singapur, Singapore United Overseas Bank Full time

    Manager, Workforce Management, Contact Center Posting Date: 16-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia Pacific,...

  • Senior Trainer

    7 months ago

    Singapur, Singapore Shopee Full time

    Senior Trainer - Workforce Development, SPX Express (Location: Ho Chi Minh) Department People LevelExperienced (Individual Contributor)LocationVietnam - Ho Chi Minh City The People team plays a crucial organisational role in Shopee by channeling important resources to key functions in the company. People are key to Shopees growth, and as our business...

  • Senior Payroll Specialist

    7 months ago

    Singapur, Singapore Balyasny Asset Management L.P. Full time

    OVERVIEW In the role of Senior Payroll Specialist, APAC, the employee will be responsible for the following: · Perform daily payroll department operations · Manage workflow to ensure all payroll transactions are processed accurately and timely · Reconcile payroll prior to transmission and validate confirmed reports · Understand proper taxation...

  • FVP, Workforce Management

    7 months ago

    Singapur, Singapore United Overseas Bank Full time

    FVP, Workforce Management & Analytics, Contact Center Posting Date: 10-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia...

  • FVP, Performance

    7 months ago

    Singapur, Singapore United Overseas Bank Full time

    FVP, Performance & Workforce Management, Contact Center Posting Date: 04-May-2023 Location: Singapore (City Area), Singapore, 048624 Company: United Overseas Bank Ltd About UOB United Overseas Bank Limited (UOB) is a leading bank in Asia with a global network of more than 500 branches and offices in 19 countries and territories in Asia...

  • F10 SPM Workforce Development Engineer

    7 months ago

    Singapur, Singapore Micron Full time

    Our vision is to transform how the world uses information to enrich life for all. Join an inclusive team passionate about one thing: using their expertise in the relentless pursuit of innovation for customers and partners. The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible. We do it...

  • Senior Business Analyst

    3 months ago

    Singapur, Singapore Workforce Optimizer Pte Ltd Full time

    We are looking for an experienced Senior Business Analyst to play a pivotal role in bridging the gap between our organization and our clients within the professional services sector. In this role, you will apply your analytical expertise and outstanding client engagement skills to identify and resolve business and technical challenges while driving...

  • Country Sales Manager

    1 month ago

    Singapur, Singapore Hirehub Management Sdn. Bhd. Full time

    Company Background: A leading manufacturer of prefabricated modular data center solutions, specialize in the data center and power systems industry. With R&D facilities in Shanghai and high-end manufacturing plants in Shanghai and Malaysia, it delivers innovative solutions for hyperscale data center projects globally. The company is located in Johor Bahru,...

  • Senior IT Specialist, Manufacturing Systems

    5 months ago

    Singapur, Singapore BIOTRONIK Full time

    Senior IT Specialist, Manufacturing Systems As one of the world´s leading manufacturers of cardio- and endovascular medical devices, BIOTRONIK is headquartered in Berlin, Germany, and represented in over 100 countries by its global workforce. The work of our committed, highly specialized, exceptionally skilled employees results in crucial advancements in...

  • Manager, Workforce Investigations

    8 months ago

    Singapur, Singapore SMRT Corporation Ltd Full time

    Job Purpose You will play a key role in ensuring that investigations into cases of alleged employee misconduct are effectively and timely carried out. You will also partner HRBP counterparts to guide colleagues from Business Unit in the management of whistle blowing cases, ensuring that they are followed up based on established guidelines, workflows...