Workforce Management Team Lead

2 semanas atrás


São Paulo, Brasil Wise Tempo inteiro

Workforce Management Team Lead Wise is a global technology company building the best way to move and manage the world’s money. Job Description You will lead a mix of Senior and Junior specialists based in Sao Paulo , acting as the anchor for our West time zone coverage. Your direct reports are local, but you are part of a truly global structure: you collaborate closely with the Intraday team in Austin, TX , and report into Global Leadership located in London, UK and Tallinn, Estonia , ensuring regional operations align with global standards. Why this role? Shape the strategy and set capacity requirements for the upcoming quarters. Drive operations for the region, ensuring the global strategy is followed while championing local needs. Enable initiatives that guide the company toward Mission Zero. Identify and automate manual processes for consistency and efficiency. Your Mission Grow and level up your team alongside the WFM Career map. Set scheduling strategy for a 3‑month horizon or intraday strategy for 2 weeks. Build scalable scheduling or intraday routines, highlight replication opportunities. Interpret forecasts, adjust coverage to meet SLAs, efficiency goals, and resolution times. Improve efficiency by automating processes, reducing cycle time and waste. Drive and manage WFM KPIs: forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness. Use quality, data analytics, and source‑of‑truth reporting to identify performance opportunities. Recommend capacity requirements and coverage distribution options. Work with Vendor Management to increase flexibility. Improve rolling 18‑month capacity plans to reduce wMAPE rates. Co‑own quarterly OKR target‑setting with fellow leads. Build reports that improve decision making in collaboration with planners and analysts. Create smaller‑scale forecasts for exceptional events such as incidents. Build regional WFM capacity plan for your team. Qualifications Leadership experience: at least 3 years leading teams and driving high performance. WFM expertise: minimum 2 years in Workforce Management with knowledge of forecasting models, capacity planning (rolling 18‑month plans), scheduling strategies, and real‑time management. Process excellence: preferably Lean Six Sigma Green Belt; skilled in documenting processes and driving automation. Data & tools: advanced user of Excel/Google Sheets; experience with BI tools like Looker. Strategic planning: experience setting 3‑month outlooks and 2‑week intraday strategies that balance efficiency and agent well‑being. Language skills: proficient English to communicate with global leadership. Soft Skills & Mindset Global collaborator who can build cross‑cultural relationships. Independent problem solver who “gets it done” and navigates ambiguity. Strategic visionary capable of translating high‑level strategy into actionable plans. Empathetic leader prioritizing agent well‑being and mentorship. Bonus skills SQL and Python for reporting and analytics. Background in statistics for forecasting accuracy. Experience in fintech or financial services. Additional Information Please note, only resumes provided in English will be considered. Seniority level Mid‑Senior level Employment type Full‑time Job function Human Resources #J-18808-Ljbffr


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