Wise

1 day ago

WFM Operations Partner Senior Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead the Workforce Management (WFM) Operations Partner function and embed WFM decision-making into operational planning across the business. Own the quality, consistency, and effectiveness of WFM partnership with Operations, ensuring intraday, scheduling, and capacity principles are applied correctly. Manage Ops Partner Leads directly and provide functional leadership over Intraday and Scheduling Specialists, serving as the final escalation point for workforce decisions that impact service, cost, and sustainability.

Location: Tallinn

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Own the people, standards, and decision quality of the WFM Operations Partner function, including direct line management of Ops Partner Leads and dotted-line leadership over Intraday and Scheduling Specialists.
•Set and reinforce clear expectations for decision quality, stakeholder behavior, and adherence to WFM principles and frameworks.
•Develop Ops Partner Leads through metric interpretation and structured decision support, enabling confident evidence-based challenge of Operations leadership.
•Ensure consistent capability, judgment, and behavioral standards across the Ops Partner team through calibration and peer review.
•Serve as the senior WFM representative to Operations Heads and senior Ops leaders and act as the final escalation point for workforce-related decisions impacting service, cost, or workforce sustainability.

Pay and Benefits

Salary: EUR 4,950 - 6,600 monthly

Key Requirements

•4+ years WFM/Ops experience in high-volume, scaled environments such as Contact Centers or Shared Services.
•Specific understanding of KYC, FinCrime, or other regulated operational environments.
•Ability to turn complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
•Strategic, evidence-based assertiveness to challenge senior leaders and say “no” when decisions undermine WFM plans.
•Ability to interpret data trends and identify leading vs. lagging indicators, not just review metrics.

Experience:4+ yearsContact centersShared servicesFinancial services

Skills:Strategic assertivenessAnalytical reasoningStakeholder managementChange managementProactive risk management

Languages:English

Tech Stack:ErlangCalabrioNICEVerintSQLLooker

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

1 day ago

WFM Operations Partner Senior Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Tallinn

Workplace: Onsite

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Own the people, standards, and decision quality of the WFM Operations Partner function, including direct line management of Ops Partner Leads and dotted-line leadership over Intraday and Scheduling Specialists.
•Set and reinforce clear expectations for decision quality, stakeholder behavior, and adherence to WFM principles and frameworks.
•Develop Ops Partner Leads through metric interpretation and structured decision support, enabling confident evidence-based challenge of Operations leadership.
•Ensure consistent capability, judgment, and behavioral standards across the Ops Partner team through calibration and peer review.
•Serve as the senior WFM representative to Operations Heads and senior Ops leaders and act as the final escalation point for workforce-related decisions impacting service, cost, or workforce sustainability.

Pay and Benefits

Salary: EUR 4,950 - 6,600 monthly

Key Requirements

•4+ years WFM/Ops experience in high-volume, scaled environments such as Contact Centers or Shared Services.
•Specific understanding of KYC, FinCrime, or other regulated operational environments.
•Ability to turn complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
•Strategic, evidence-based assertiveness to challenge senior leaders and say “no” when decisions undermine WFM plans.
•Ability to interpret data trends and identify leading vs. lagging indicators, not just review metrics.

Experience:4+ yearsContact centersShared servicesFinancial services

Skills:Strategic assertivenessAnalytical reasoningStakeholder managementChange managementProactive risk management

Languages:English

Tech Stack:ErlangCalabrioNICEVerintSQLLooker

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