WFM Operations Partner Lead

Wise
Tallinn
Workplace: HybridFull timeEUR 3,450 - 4,500 monthlyFunction: Administration & Executive AssistanceExperience: 2-4 yearsSkills: ["Stakeholder management","Strategic assertiveness","Analytical reasoning","Change management","Teamwork"]

Partner with Wise’s Workforce Management and Operations to ensure WFM principles are consistently understood and applied in operational decision-making. This individual contributor role shifts Operations from reactive workforce moves to planned, data-driven execution, while acting as a “discipline guardian” and capability multiplier through coaching, governance, and scenario planning. Focus areas include stakeholder transition, surfacing scheduling exceptions, and running mentor clinics.

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Wise
Wise
2 months ago

WFM Operations Partner Lead

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Last checked: 5 hours agoStatus: Live

Job Summary

Partner with Wise’s Workforce Management and Operations to ensure WFM principles are consistently understood and applied in operational decision-making. This individual contributor role shifts Operations from reactive workforce moves to planned, data-driven execution, while acting as a “discipline guardian” and capability multiplier through coaching, governance, and scenario planning. Focus areas include stakeholder transition, surfacing scheduling exceptions, and running mentor clinics.
Location: Tallinn
Workplace: Hybrid
Employment Type: Full time · Permanent
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Shift Operations from reactive, short-term workforce decisions to planned, data-driven execution using WFM principles (while not owning forecasting, schedule creation, or intraday execution).
  • •Act as the primary interface between Workforce Management and Operations, ensuring WFM disciplines are adopted in operational decision-making.
  • •Transition Operations leaders away from “gut-feel” staffing decisions toward Service Scale operating principles and WFM playbooks.
  • •Audit and surface recurring scheduling exceptions/manual overrides to identify where WFM discipline is breaking down.
  • •Coach and mentor Intraday and Scheduling Specialists via “mentor clinics” and scenario steering (structured What-If discussions with confidence ranges).

Pay and Benefits

Salary: EUR 3,450 - 4,500 monthly
Equity and Bonus:Equity
Perks:Rsus

Key Requirements

  • •2–4 years of WFM/Ops experience in high-volume, scaled environments (contact centers or shared services).
  • •Knowledge of financial services operations, including KYC and/or FinCrime/regulatory operational environments.
  • •Ability to translate WFM concepts and jargon (e.g., Erlang, Shrinkage, Occupancy) into clear, actionable business guidance.
  • •Strategic assertiveness to challenge senior leaders and push back on decisions that undermine WFM plans.
  • •Analytical reasoning to interpret data trends and identify leading vs. lagging indicators, alongside strong stakeholder management.
Experience:2-4 yearsContact centersShared servicesFinancial services
Skills:Stakeholder managementStrategic assertivenessAnalytical reasoningChange managementTeamwork
Languages:English
Tech Stack:ErlangSQLLookerCalabrioNICEVerint

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
Glassdoor: 3.8
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