Head of Workforce Management Expert

2 months ago


London, Greater London, United Kingdom Wise Full time
About the Role

We're seeking a highly experienced Head of Workforce Management to join our team at Wise. As a key member of our Servicing Scale leadership team, you will be responsible for leading our global Workforce Management operations teams, with a focus on building an effort-free servicing experience with near-instant response times while scaling our costs to drive prices towards zero.

You'll be working closely with our program managers to develop and implement world-class scalable and automated workforce management processes, ensuring that we have the right people in the right places doing the right things to serve our customers. This is a unique opportunity to solve a truly global challenge and be part of our mission to make money without borders.

Main Responsibilities

  • Lead our global Workforce Management operations teams, with a focus on building an effort-free servicing experience with near-instant response times while scaling our costs to drive prices towards zero.
  • Work closely with our program managers to develop and implement world-class scalable and automated workforce management processes.
  • Ensure that we have the right people in the right places doing the right things to serve our customers.
  • Develop and implement strategies to improve forecasting, capacity planning, scheduling, and real-time management.

Requirements

  • At least 5-10 years of experience as a people lead and at least 5 years of experience working in a Workforce Management team.
  • Strong understanding of the WFM life cycle, including forecasting, capacity planning, scheduling, and real-time management.
  • Proven ability to lead and manage high-performing teams, with a focus on employee engagement and development.
  • Strategic thinker with exceptional analytical skills and experience working with large amounts of data.
  • Ability to communicate effectively across different cultures and time zones.
  • Experience working with BI tools and advanced Excel/Spreadsheets skills.

What We Offer

  • A unique opportunity to solve a truly global challenge and be part of our mission to make money without borders.
  • A chance to build and lead our global WFM team, with a focus on employee engagement and development.
  • A competitive salary and benefits package.
  • A chance to work with a highly experienced and dedicated team.

Apply by submitting your CV, and let's shape the future of Workforce Management together



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