Workforce Management Junior Specialist Job in Hyderabad at Wise

Wise is hiring for the role of Workforce Management Junior Specialist!

Responsibilities of the Candidate:

• Know exactly where SLAs and our metrics stand at any given time
• Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders
• Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve
• Introduce alternative forecasts when asked, based on the situation
• Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs
• Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices
• Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents
• Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans
• Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives
• Create and/or adjust agents schedules for our teams based on the latest forecasted volumes to optimise to SLAs
• Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation
• Run mini projects to improve efficiency and effectiveness across our ways of working and key metrics

Requirements:

• Have at least 1-2 years of relevant Workforce Management experience (In-house WFM will be a plus).
• You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. Additionally, you are dedicated to our mission at Wise and prioritise customer satisfaction. 
• 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 organisation. 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
• Lean knowledge to document and improve processes in a structured manner is preferred but not required
• Previous knowledge of contact centre planning, scheduling and intraday management using workforce management tools required