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Workforce Management Senior Specialist

2 months ago

Austin Texas, United States Wise Full time
About the Role:

We are seeking a highly skilled Workforce Management Senior Specialist to join our team at Wise. As a key member of our operations team, you will play a crucial role in ensuring our workforce is optimally scheduled and utilized to meet business demands while maintaining employee satisfaction.

Key Responsibilities:
  • Develop and Implement Workforce Management Strategies: Design and implement effective workforce management strategies to optimize operational efficiency and drive customer satisfaction.
  • Analyze Complex Data: Analyze complex data to forecast staffing needs and create efficient schedules that meet business demands.
  • Collaborate with Cross-Functional Teams: Collaborate with cross-functional teams to improve operational processes and ensure seamless execution.
  • Monitor Performance Metrics: Monitor performance metrics and propose solutions for improvement to drive business growth.
  • Train and Mentor Junior Team Members: Train and mentor junior team members to ensure knowledge transfer and continuity.
Your Mission:
  • Know Exactly Where SLAs Stand: Maintain a deep understanding of SLAs and performance metrics at all times.
  • Create Regular Health Reports: Create regular health reports for stakeholders and provide insights on queue status and performance.
  • Understand Forecasts and Provide Recommendations: Analyze forecasts and provide recommendations on how to improve operational efficiency and drive business growth.
  • Introduce Alternative Forecasts: Introduce alternative forecasts when necessary and provide data-driven insights to support decision-making.
  • Help Create and Execute Strategic Plans: Collaborate with the team to create and execute strategic plans and objectives.
  • Communicate Effectively: Communicate effectively with stakeholders to ensure alignment on priorities and action plans.
  • Manage Queues and Schedules: Manage queues and schedules to ensure optimal operational efficiency and customer satisfaction.
  • Confidently Handle Incidents: Confidently handle incidents and manage stakeholders to mitigate situations and drive business growth.
  • Identify Process Improvement Opportunities: Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times.