Wise

5 days ago

WFM Capacity Planning Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Own the development, maintenance, and execution of workforce capacity plans across short- and mid-term horizons. Translate validated demand forecasts into headcount/FTE and staffing profiles, ensuring alignment with SLAs, productivity/AHT, shrinkage, and operational constraints. Partner with Demand Management, Analytics, and Operations to validate assumptions, drive sign-off, and hand over approved capacity plans into Scheduling, supporting hiring inputs and scenario-based risk analysis.

Location: Tallinn

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Business Operations

Seniority: Mid level

Key Responsibilities

•Build and maintain workforce capacity plans across weekly to quarterly horizons using approved methodologies.
•Translate validated demand forecasts into required headcount/FTE, hours, and skill-/channel-based staffing profiles aligned to SLA targets and operational constraints.
•Partner with stakeholders to validate demand drivers, volume, AHT and productivity assumptions, and drive formal capacity plan validation and sign-off.
•Own the handover of approved capacity plans into Scheduling, clarifying requirements, assumptions, constraints, sensitivities, and version-controlled plan changes.
•Translate capacity plans into hiring inputs (volumes, start dates, ramp profiles) and run what-if scenarios to identify risks and support workforce supply decision-making.

Pay and Benefits

Salary: EUR 2,950 - 3,750 monthly

Key Requirements

•2–4 years’ experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics.
•Experience working in high-volume operational environments such as contact centres or case-based operations.
•Strong understanding of capacity planning concepts (demand vs supply, AHT/productivity drivers, shrinkage/availability, skill-based capacity modelling).
•Ability to build, maintain, and explain structured planning models and analyse scenarios to articulate impacts and risks.
•Strong proficiency in spreadsheets (Excel/Google Sheets), including complex formulas and scenario modelling; WFM/planning tool experience (e.g., Calabrio, NICE, Verint) is preferred.

Experience:2-4 yearsWorkforce managementCapacity planningForecastingPlanningOperations analyticsContact centre

Skills:Self-starterAutonomous workStakeholder coordinationScenario analysisRisk articulation

Languages:English

Tech Stack:ExcelGoogle SheetsCalabrioNICEVerint

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Wise

Wise (formerly TransferWise) is a London-based fintech that provides low-cost international money transfers, multi-currency accounts and payment infrastructure for individuals and businesses worldwide.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2011

Glassdoor: 3.8

Website LinkedIn Glassdoor

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Wise

5 days ago

WFM Capacity Planning Analyst

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 18 hours agoStatus: Live

Job Summary

Location: Tallinn

Workplace: Onsite

Employment Type: Full time · Permanent

Job Function: Business Operations

Seniority: Mid level

Key Responsibilities

•Build and maintain workforce capacity plans across weekly to quarterly horizons using approved methodologies.
•Translate validated demand forecasts into required headcount/FTE, hours, and skill-/channel-based staffing profiles aligned to SLA targets and operational constraints.
•Partner with stakeholders to validate demand drivers, volume, AHT and productivity assumptions, and drive formal capacity plan validation and sign-off.
•Own the handover of approved capacity plans into Scheduling, clarifying requirements, assumptions, constraints, sensitivities, and version-controlled plan changes.
•Translate capacity plans into hiring inputs (volumes, start dates, ramp profiles) and run what-if scenarios to identify risks and support workforce supply decision-making.

Pay and Benefits

Salary: EUR 2,950 - 3,750 monthly

Key Requirements

•2–4 years’ experience in Workforce Management, Capacity Planning, Forecasting, Planning, or Operations Analytics.
•Experience working in high-volume operational environments such as contact centres or case-based operations.
•Strong understanding of capacity planning concepts (demand vs supply, AHT/productivity drivers, shrinkage/availability, skill-based capacity modelling).
•Ability to build, maintain, and explain structured planning models and analyse scenarios to articulate impacts and risks.
•Strong proficiency in spreadsheets (Excel/Google Sheets), including complex formulas and scenario modelling; WFM/planning tool experience (e.g., Calabrio, NICE, Verint) is preferred.

Experience:2-4 yearsWorkforce managementCapacity planningForecastingPlanningOperations analyticsContact centre

Skills:Self-starterAutonomous workStakeholder coordinationScenario analysisRisk articulation

Languages:English

Tech Stack:ExcelGoogle SheetsCalabrioNICEVerint

Eligibility

Work Authorization:Sponsorship available.

Company Brief

Wise

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 2011

Glassdoor: 3.8

Website LinkedIn Glassdoor