Workforce Management Senior Specialist
Posted on 3/30/2023
Austin, TX, USA
Experience Level
Desired Skills
  • 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
  • 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
  • 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

1,001-5,000 employees

International finance transfer service
Company Overview
Wise’s mission is to create a world with money without borders – moving it instantly, transparently, conveniently, and eventually for free. The company is committed to empowering money for people and businesses through their app and website that utilizes a complex engine of currencies and routes that is being designed and built by their teams across cities around the world.
  • PTO & annual leave
  • Work from home flexibility
  • Parental leave
  • Medical insurance plans
  • Health & wellbeing discounts
  • Pension & retirement plans
  • Social events
  • Relocation support
Company Core Values
  • This isn't just a job, we're a revolution
  • We get it done
  • Customers > team > ego
  • No drama. Good Karma.