Workforce Management Senior Specialist Job in Hyderabad at Wise

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

Responsibilities of the Candidate:

• Create and maintain long-term (12-18 month) rolling capacity plans, ensuring strategic alignment with business goals and financial targets.
• Develop sophisticated scenario models to anticipate a range of demand conditions, recommending optimal resource and hiring strategies to senior management.
• Collaborate closely with analytics and data science teams to test, validate, and enhance forecast models, performing deep-dive analyses on forecast accuracy (e.g., wMAPE).
• Partner with recruitment and finance teams to ensure hiring pipelines and budgets are directly aligned with long-range capacity requirements.
• Translate complex forecasts into optimized agent schedules and shift patterns, managing the end-to-end process from creation to final publication.
• Proactively design schedules that safeguard service levels (SLAs) by analyzing historical performance data, seasonality, and business intelligence.
• Develop and document scheduling strategies and contingency plans to mitigate the impact of potential operational disruptions before they occur.
• Conduct in-depth analysis of workforce metrics to identify key trends, risks, and opportunities for improvement across all planning horizons.
• Prepare and deliver clear, insightful reports and presentations for all levels of management, from post-day performance summaries to quarterly strategic capacity reviews.
• Use data to build compelling narratives that engage operational teams and drive continuous improvement in key performance metrics.
• Identify and implement process improvements across the entire WFM planning and scheduling lifecycle to enhance accuracy, efficiency, and effectiveness.
• Serve as a central communication hub, expertly articulating capacity plans and performance insights to operational teams, support functions, and senior leadership.
• 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.