Workforce Management Senior Specialist

We’re looking for a Workforce Management Senior Specialist to join our Service Delivery team in our Austin, Texas office!

As a member of the WFM (Workforce Management) team you will be vital in ensuring customer support agents are working at the right place and at the right time.You can expect to be working with a number of stakeholders from operational teams, product teams, and analysts. Your work will directly impact how quickly we’re able to service our customers as well as the workload for our internal teammates by working on our scheduling tools, setting up expectations for individuals/teams as well as understanding our customers needs.

You’ll receive a competitive package including a starting salary of $64,800 annually + Restricted Stock Units (RSUs) in a profitable company + best in class benefits! (more info below 😉)

Read more about our open roles and Wise here: https://www.wise.jobs.

The projected start date for this role is May 2023. This is a hybrid position located in Austin, Texas and NOT fully remote.

Your mission is to:

Utilize our resources efficiently so we can both deliver on our SLAs as well as maintain a cost-efficient and scalable CS operation. You will be responsible for the allocation of our global CS headcount across all of our regions, channels and tiers. As a key member of the WFM team, you’ll play a big role in making sure our Customer Support performance is always on track. 

• Optimize the Customer Support teams scheduling by utilizing the unique locations (time zones) and the skillset of the Customer Support team
• Forecasting incoming work volumes and needed workforce
• Revise and set performance goals for individuals and larger operational teams
• Reporting previous performance results & suggesting improvements on a weekly and monthly basis
• Supporting and managing systems that enable low maintenance task & shift scheduling as well as result monitoring
• Managing the Customer Support teams schedule on a monthly but also daily basis, as well as tracking absences, shifts, attendance and other expected and unexpected changes in the planned schedules
• First point of contact for changes in the supply of work hours as well as work hour demand

This role will give you an opportunity to: 

• Solve a truly global challenge - our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission
• Be an impactful member of the team which will give you an opportunity to have a say in anything and everything the team will decide and build
• Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools

A bit about you:

• Previous knowledge of contact center planning and intraday management using workforce management tools preferred
• You’re experienced in problem solving. You have experience in working with multiple deadlines and stakeholders that have differing priorities with attention to detail
• You’re passionate about the Wise mission and are able to bring the team closer to achieving it. You place customers first. You make no compromise on this
• You’re a good communicator. You’ve got excellent verbal and written English skills and you’ve worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones. We want someone who can effectively communicate complex information clearly to a non WFM/technical audience
• You welcome an open feedback culture, happy both giving and receiving feedback to or from anyone in the organization. You get it done. You have track record of identifying and resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances
• You understand numbers. You’re keen to work with numbers and use them as a guide to solve problems but can also keep a human aspect in mind
• Must already be legally authorized to work in the US, we cannot provide Visa sponsorship for this role
• This is NOT a remote position, this is a full-time hybrid position located in Austin, Texas

Key benefits:

• 💵 $64,800 annual starting salary
• 🚀 RSU’s in a rapidly growing company 
• 💻 Hybrid working model – a mix of working from home and from the office
• ✈️  Wisers can work remotely for 90 days a year. By ‘remote’ we don’t just mean from home, but from most places in the world you choose to
• 💪  An annual self-development budget
• 🩺  Medical, dental, & vision insurance – including HSA and FSA options
• 💝  Company-paid: Life Insurance, Short & Long-Term Disability, and an EAP program
• 🐶  Pet friendly offices
• ☀️  25 days PTO, 15 sick days, 11 holidays, 5 compassionate leave days, 3 paid “Me” days and a paid volunteer day, annually
• 🏝️  A paid 6-week sabbatical leave after four years 
• 👶🏼  18-weeks of paid parental leave, after a year with us
• 💰  401k with up to a 4% employer match
• 🏆  2023 Austin BuiltIn Best Award winner for Best Places to Work and Best Large Places to Work
• ⭐️  Here’s more info on our benefits in Austin

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

And because we believe that diverse teams build better products, we’d especially love to hear from you if you’re from an under-represented demographic. 💙

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