Workforce Management Senior Specialist

Company Description Wise is a global technology company building the best way to move and manage the world’s money. 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 new network for the world’s money. Job Description You will be joining a dynamic operational team that is currently a mix of senior and junior specialists led by a team lead. While the core of the team is based in Austin, TX, we are expanding our footprint to São Paulo to ensure robust coverage for the West/Americas time zones. We are looking for superstars in intraday functions to work hand‑in‑hand with your counterparts in the US to run the operational side of WFM intraday, ensuring our metrics consistently meet expectations in the most optimized way possible. Why this role? Solve a global challenge: tackle the unique complexity of moving money globally and scale our support model at the heart of our mission. Make a direct impact: You will directly influence the region’s capacity to meet key results, voice decisions and build processes. Tech‑forward environment: Use spreadsheets, advanced automation techniques, internal tools and coding (SQL/Python) to drive efficiency. Growth: Strategic support of company objectives, strategic learning, and career advancement in a high‑growth fintech environment. Your Mission Know exactly where SLAs and our metrics stand at any given time. Create regular health reports for stakeholders and understand queue status. Understand forecasts, iterate and recommend improvements. Introduce alternative forecasts when asked. Help create and execute strategic plans and objectives, collaborate to achieve OKRs. Make decisions and actions based on guidelines, data analysis and best practices. Communicate clearly with teams to improve SLAs, operational efficiency and agent distribution. Keep stakeholders informed and align on priorities and action plans. Manage all queue‑related tasks: reviews, forecast iteration, scheduling patterns, publishing schedules, and collaborative solutions. Optimize agent schedules for latest forecasted volumes to meet SLAs. Handle incidents calmly, mitigate situations and manage stakeholders. Identify process‑improvement opportunities and automate to reduce waste and cycle times. Run mini‑projects to improve efficiency and effectiveness. Qualifications We are looking for a candidate who is not just a number cruncher, but a storyteller who can use data to influence decisions and drive strategy. Your Experience & Hard Skills WFM mastery: significant experience in Workforce Management, especially real‑time/intraday management and schedule optimization. Tooling expertise: proficiency with WFM software (Calabrio a major plus) and quick adoption of new internal tools. Data & technical proficiency: comfortable processing large amounts of raw data, strong experience with G Suite (Sheets/Excel) and preferably coding in SQL and Python. Language skills: proficient English (written and spoken). Strategic planning: experience administrating FTE rosters, developing tactical 8‑week plans, publishing schedules balancing business needs and agent well‑being. Incident management: track record of managing high‑pressure situations, handling lost hours/shrinkage, optimizing workload routing. Your Soft Skills & Mindset Stakeholder management: confidently manage relationships across all levels, explain “why” and “how” to operational leads. Adaptability: flexible to work weekends/Public holidays, thrive in fast‑paced environments and pivot quickly when forecasts change. Collaboration: team‑oriented, eager to share knowledge with junior specialists and the wider team. Communication: friendly communicator and storyteller, translate complex metrics into clear insights for non‑technical partners. It’s a Bonus If You Have: Background in fintech or financial services. Experience specifically with Twilio. Previous experience automating WFM workflows. Please note, only resumes provided in English will be considered. Seniority level Mid‑Senior level Employment type Full‑time Job function Project Management and Information Technology Referrals increase your chances of interviewing at Wise by 2x. We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr