WFM Operations Partner Lead

Join Wise, a global technology company on a mission to make money management easier and more affordable for everyone. As a Workforce Management Operations Partner Lead, you will be the primary interface between Workforce Management and Operations, ensuring that WFM disciplines are consistently understood, adopted, and applied in operational decision-making. This role is an individual contributor position with a focus on shifting Operations towards planned, data-driven execution. You will also provide mentorship and coaching to Intraday and Scheduling Specialists.

• Your mission is to shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently to protect service, cost, and scalability outcomes.
• Act as a business partner and discipline guardian, translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.
• Provide dotted-line mentorship and coaching to Intraday and Scheduling Specialists to improve their decision-quality.
• **2–4 Years WFM/Ops Experience:** Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).
• **Financial Services Knowledge:** Specific understanding of KYC, FinCrime, or regulated operational environments.
• **The "Translator" Ability:** Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
• **Strategic Assertiveness**: The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans
• **Analytical Reasoning:** Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
• **Stakeholder Management:** Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.
• **Forward-Looking Mindset:** A bias toward proactive risk identification and prevention rather than reactive firefighting.
• **Change Management:** Experience driving the adoption of new playbooks or frameworks across different operational units.
• **Prior WFM experience**
• **Schedule optimization experience / knowledge on how is it done**

**Soft skills required:**

• Strong stakeholder management.
• Welcome challenges with a positive attitude.
• Easily adapt to changes.
• Extremely guided towards teamwork/collaboration.
• Flexible to work weekends/Public Holidays

**Nice to have:**

• **Tool Proficiency:** Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints.
• **Coaching & Mentorship:** Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality.
• **SQL or Data Viz Skills:** Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.

## Additional Information

Compensation: 3 450 - 4 500 EUR gross monthly + RSU (Restricted Stock Units)

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.

Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit [<Wise.Jobs>](https://www.wise.jobs/).

Keep up to date with life at Wise by following us on [LinkedIn](https://www.linkedin.com/company/1769571/) and [Instagram](https://www.instagram.com/wisecareers/).