WFM Team Lead

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox WFM Team LeadFull-time Compensation: BRL 16100 - BRL 22000 - monthlyCompany DescriptionWise is a global technology company, building the best way to move and manage the world’s money. Min fees. Max ease. Full speed.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. For everyone, everywhere.More about our mission and what we offer.Job DescriptionAs a WFM Lead, you will play a crucial role in supporting our agents and operational teams to optimise SLA and efficiency whilst protecting agent well-being. You’ll be supporting and levelling up our WFM team in our quest to provide the best and lowest-effort customer experience, whilst ensuring our processes and costs scale globally with the company’s rapid growth Your MissionGrow and level up your team, supporting their development through the WFM Career map and beyondSet the scheduling strategy for the upcoming 3 months or intraday strategy for the next 2 weeksBuild scalable scheduling or intraday routines, identify and highlight replication opportunities for global consistencyUnderstand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution timesIdentify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-beingDrive and be accountable for WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)Identify performance opportunities through quality, data analytics and source-of-truth reportingRecommend capacity requirements and coverage distribution opportunities, supporting our strategyWork with our Vendor Management team to highlight opportunities and increase our flexibilityContinuously improve our rolling 18 month capacity plan for the business unit, supporting your analysts with your expertise in reducing wMAPE ratesCo-own quarterly OKR target-setting with your fellow leadsBuild out reports to improve the quality of decision-making in collaboration with our planners and analystsBuild smaller-scale forecasts to support exceptional events, such as incidentsBuild regional WFM capacity plan for your teamQualificationsYou are passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes. You have experience working across global teams, across different functions and you understand how to communicate cross-culturally. You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances. You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus.Experience as a people lead: At least 3 years of experience leading teams and 2 years in a Workforce Management role.Independent problem solver: Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.Self-starter: Proven track record of taking ownership and creatively solving problems, while improving efficiency.Strong understanding of WFM: Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management.Strong relationships with stakeholders: Ability to connect and maintain relationships with various internal teams.Strategic and data-driven: Ability to think strategically, translate strategy into operational plans, and analyse and interpret data.Process Expert: Lean Six Sigma experience to green-belt level, understanding how...