Wise

1 day ago

WFM Team Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Lead the Workforce Management (WFM) team supporting agent and operational operations to improve SLA performance and efficiency while protecting agent well-being. Own scheduling and intraday strategies (next 3 months / next 2 weeks), optimize forecasting and coverage using advanced BI and data analytics, and drive process automation and KPI improvements. Partner with planners, analysts, and vendor management to strengthen OKRs, capacity planning, and decision-making reporting globally.

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Grow and level up the WFM team through the WFM Career map and continued development.
•Set scheduling strategy for the next 3 months (or intraday strategy for the next 2 weeks) and build scalable routines.
•Interrogate forecasts and optimize coverage to meet SLAs, efficiency goals, and resolution times.
•Drive WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness) using quality and source-of-truth reporting.
•Continuously improve capacity planning and processes, including automation to reduce waste and cycle times.

Pay and Benefits

Salary: BRL 16,100 - 22,000 monthly

Equity and Bonus:Equity

Perks:RsusHealth InsuranceDentalLife InsurancePaid LeaveParental LeaveLearning BudgetCommuter BenefitsMeal Vouchers

Key Requirements

•At least 3 years leading teams and 2 years in a Workforce Management role.
•Experience owning forecasting and different forecasting models, capacity planning, scheduling, and real-time management.
•Advanced Excel/spreadsheets skills, plus prior experience with BI tools like Looker.
•Strong independent problem-solving in ambiguous situations, with initiative to resolve issues.
•Lean Six Sigma experience to green-belt level, with ability to document processes and improve efficiency and reduce waste/cycle times across WFM practices.

Experience:Workforce managementBIOperations

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingData-driven decision-making

Certifications:Lean Six Sigma

Languages:English

Tech Stack:LookerExcelSQLPythonSpreadsheets

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

Loading job details...

Preparing the role view and application actions.

Wise

1 day ago

WFM Team Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Grow and level up the WFM team through the WFM Career map and continued development.
•Set scheduling strategy for the next 3 months (or intraday strategy for the next 2 weeks) and build scalable routines.
•Interrogate forecasts and optimize coverage to meet SLAs, efficiency goals, and resolution times.
•Drive WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness) using quality and source-of-truth reporting.
•Continuously improve capacity planning and processes, including automation to reduce waste and cycle times.

Pay and Benefits

Salary: BRL 16,100 - 22,000 monthly

Equity and Bonus:Equity

Perks:RsusHealth InsuranceDentalLife InsurancePaid LeaveParental LeaveLearning BudgetCommuter BenefitsMeal Vouchers

Key Requirements

•At least 3 years leading teams and 2 years in a Workforce Management role.
•Experience owning forecasting and different forecasting models, capacity planning, scheduling, and real-time management.
•Advanced Excel/spreadsheets skills, plus prior experience with BI tools like Looker.
•Strong independent problem-solving in ambiguous situations, with initiative to resolve issues.
•Lean Six Sigma experience to green-belt level, with ability to document processes and improve efficiency and reduce waste/cycle times across WFM practices.

Experience:Workforce managementBIOperations

Skills:LeadershipCommunicationProblem-solvingStrategic thinkingData-driven decision-making

Certifications:Lean Six Sigma

Languages:English

Tech Stack:LookerExcelSQLPythonSpreadsheets

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