WFM Operations Partner Lead
Core
Business partner bridging Workforce Management (WFM) and Operations to ensure WFM disciplines are applied in decision-making, shifting Ops from reactive to data-driven execution.
Role type
Senior IC WFM Operations Partner Lead
Builds
Scalable operational workforce plans and data-driven decision frameworks for Wise's global money transfer network
Domain
Financial Services / Contact Center Operations
Required skills
WFM operations experience, Financial Services knowledge (KYC/FinCrime), Analytical reasoning, Strategic assertiveness, Change management, Schedule optimization knowledge, Translator ability (WFM jargon to business advice), Stakeholder management
Preferred skills
Coaching & Mentorship, SQL or Data Viz skills, Tool proficiency (Calabrio, NICE, Verint)
Technologies
Calabrio, NICE, Verint, Looker
Responsibilities
Audit scheduling exceptions to identify WFM discipline breakdowns, Run mentor clinics for Intraday and Scheduling Specialists, Facilitate 'What-If' scenario conversations with Ops leads, Drive adoption of WFM playbooks across operational units, Constructively challenge senior leaders on decisions undermining workforce plans, Translate complex WFM metrics into actionable business advice
Seniority
Senior, hands-on IC with dotted-line mentorship