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Workforce Management Senior Specialist

2 months ago

Austin, Texas, United States Wise Full time
Job Title: Workforce Management Senior Specialist

We are seeking a highly skilled Workforce Management Senior Specialist to join our Operational team in Austin. As a key member of our WFM team, you will play a vital role in ensuring our agents are scheduled to work at the right place and time, leveraging our WFM tools and providing support and expertise to our agents and operational leads.

Key Responsibilities:
  • Develop and implement workforce management strategies to optimize agent scheduling and improve operational efficiency.
  • Analyze complex data to forecast staffing needs and create efficient schedules that meet our service level agreements (SLAs).
  • Collaborate with cross-functional teams to improve operational processes and drive business outcomes.
  • Monitor performance metrics and propose solutions for improvement, ensuring our agents are equipped to deliver exceptional customer experiences.
  • Train and mentor junior team members to develop their skills and expertise.
Requirements:
  • Bachelor's degree in Business Administration, Operations Management, or related field.
  • 1+ years of experience in workforce management or related roles, with a strong understanding of WFM software and advanced Excel skills.
  • Strong analytical and problem-solving abilities, with excellent communication and leadership skills.
About Wise:

We're a global technology company building the best way to move and manage money. Our mission is to make money without borders — without judgment or prejudice. We believe in inclusive teams and celebrate our differences. If you're passionate about working in a dynamic and innovative environment, we'd love to hear from you.