Workforce Management Senior Specialist
Workforce Management Senior Specialist
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Job Description
Were looking for a Workforce Management Senior Specialist to join our Operational team in our Austin office!
As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You can expect to be working with a number of stakeholders from operational teams product teams and analysts across all levels. Youll be leveraging our WFM tools providing support and expertise to our agents and operational leads. This coupled with deep understanding of our customers needs you will have a direct impact on helping our customers get support when they need us as well as enabling our agents to do their best work.
We are looking for superstars in both Scheduling and Intraday functions and will discuss your preference and forte during the interview rounds.
Key Responsibilities:
- Develop and implement workforce management strategies
- Analyze complex data to forecast staffing needs and create efficient schedules
- Collaborate with crossfunctional teams to improve operational processes
- Monitor performance metrics and propose solutions for improvement
- Train and mentor junior team members
Your Mission
- 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 higherlevel OKRs
- 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 youre working on and how youre 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
Qualifications :
- Bachelors degree in Business Administration Operations Management or related field
- 1 years of experience in workforce management or related roles
- Proficiency in WFM software and advanced Excel skills
- Strong analytical and problemsolving abilities
- Excellent communication and leadership skills
Additional Information :
- Starting Salary: 78500 USD annually
- You must be eligible to work in the US we dont sponsorship visa for this role.
- Click here to see the benefits we offer!
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For everyone everywhere. Were people building money without borders without judgement or prejudice too. We believe teams are strongest when they are diverse equitable and inclusive.
Were 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 its like to work at Wise visit Wise.Jobs.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
