Workforce Management Lead

Wise is a global technology company dedicated to creating the best way to move and manage money worldwide. Focused on minimizing fees, maximizing ease, and delivering speed, Wise simplifies international money transfers, spending abroad, and payments for individuals and businesses. Joining Wise means contributing to building a new global financial network that serves everyone, everywhere.

Key Responsibilities
As a Workforce Management (WFM) Lead, you will be instrumental in supporting agents and operational teams to optimize service level agreements (SLAs) and efficiency while safeguarding agent well-being. You will lead and develop the WFM team, guiding their growth through the WFM Career map and beyond. Your role includes setting scheduling strategies for the next three months and managing intraday strategies for the upcoming two weeks. You will design scalable scheduling and intraday routines, identifying opportunities for global consistency and replication.

You will analyze and adjust forecasts to optimize coverage, ensuring SLAs, efficiency targets, and resolution times are met. Driving continuous process improvements, you will automate workflows, reduce waste, and shorten cycle times, always prioritizing agent welfare. You will own WFM KPI improvements such as forecasting accuracy, scheduling precision, cycle times, and intraday effectiveness.

Your responsibilities also include identifying performance opportunities through quality assurance, data analytics, and reporting. You will recommend capacity requirements and coverage distribution aligned with strategic goals. Collaborating with Vendor Management, you will seek opportunities to increase operational flexibility. Additionally, you will maintain and improve the rolling 18-month capacity plan, supporting analysts to reduce forecasting errors.

You will co-own quarterly OKR target-setting with fellow leads and develop reports that enhance decision-making alongside planners and analysts. You will also create smaller-scale forecasts for exceptional events and build regional WFM capacity plans for your team.

Required Qualifications
You bring a passion for leadership and team development, combined with a strong understanding of operational teams and processes. You have at least three years of experience leading people and a minimum of two years in a Workforce Management role. Your problem-solving skills are independent and proactive, enabling you to navigate ambiguous or unfamiliar situations confidently.

You have advanced skills in Excel and spreadsheets and experience working with business intelligence tools such as Looker. Knowledge of SQL and Python is a plus. You possess a deep understanding of forecasting models, capacity planning, scheduling, and real-time management. Building and maintaining strong relationships with stakeholders across global and cross-functional teams is one of your strengths.

You think strategically and are data-driven, capable of translating strategy into operational plans and analyzing complex data sets. Experience with Lean Six Sigma at a green-belt level or equivalent process improvement expertise is essential. You understand how to document processes formally, automate tasks, improve efficiency, and reduce waste and cycle times within WFM practices.

Preferred Qualifications and Benefits
Wise values diversity, equity, and inclusion, fostering an international team culture where everyone feels respected and empowered. The company offers a range of benefits including mission days, sabbaticals, stock options, and more, supporting career progression and personal well-being.

At Wise, you will be part of a team that builds money without borders, embracing differences and ensuring an inclusive environment. To learn more about the team, culture, and benefits, visit Wise’s careers page and follow their social media channels.

Salary Range: 2,400,000 to 3,300,000 INR annually
Location: Hyderabad