Wise

2 days ago

Workforce Management Senior Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Own intraday workforce management operations to ensure service SLAs and metrics are consistently met across West/Americas time zones. Build and maintain SLA/queue health reporting, interpret forecasts, and recommend improvements or alternative plans. Optimize agent schedules based on volumes, manage incidents with stakeholders, and drive continuous process improvements through automation using SQL/Python and internal tools in a hybrid setup based in São Paulo.

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Run WFM intraday operations to keep SLAs and performance metrics on track.
•Monitor SLAs/metrics in real time and produce regular health reports for stakeholders.
•Review forecasts, iterate scheduling patterns, and publish schedules aligned to objectives.
•Create and adjust agent schedules based on forecasted volumes to optimize to SLAs.
•Handle incidents calmly and lead mitigation steps while working with stakeholders.

Pay and Benefits

Salary: BRL 11,500 - 15,300 monthly

Equity and Bonus:Equity

Perks:EquityLearning BudgetHealth InsuranceDentalLife InsurancePaid LeaveCommuter BenefitsMeal VouchersParental LeaveSabbatical

Key Requirements

•Create regular health reports covering SLAs, metrics, and queue status for stakeholders.
•Understand forecasts and provide recommendations to improve performance, including alternative forecasts when needed.
•Independently make decisions and take actions using data analysis and established guidelines.
•Communicate clearly and precisely with relevant teams to improve SLAs, operational efficiency, and agent distribution.
•Automate and improve WFM processes to reduce waste and cycle times, leveraging SQL/Python and internal tools.

Experience:Fintech

Skills:Stakeholder managementCommunicationData analysisProactive problem-solvingProcess improvement

Languages:English

Tech Stack:SQLPython

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

2 days ago

Workforce Management Senior Specialist

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: São Paulo

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Solutions Engineering & Sales Engineering

Seniority: Mid level

Key Responsibilities

•Run WFM intraday operations to keep SLAs and performance metrics on track.
•Monitor SLAs/metrics in real time and produce regular health reports for stakeholders.
•Review forecasts, iterate scheduling patterns, and publish schedules aligned to objectives.
•Create and adjust agent schedules based on forecasted volumes to optimize to SLAs.
•Handle incidents calmly and lead mitigation steps while working with stakeholders.

Pay and Benefits

Salary: BRL 11,500 - 15,300 monthly

Equity and Bonus:Equity

Perks:EquityLearning BudgetHealth InsuranceDentalLife InsurancePaid LeaveCommuter BenefitsMeal VouchersParental LeaveSabbatical

Key Requirements

•Create regular health reports covering SLAs, metrics, and queue status for stakeholders.
•Understand forecasts and provide recommendations to improve performance, including alternative forecasts when needed.
•Independently make decisions and take actions using data analysis and established guidelines.
•Communicate clearly and precisely with relevant teams to improve SLAs, operational efficiency, and agent distribution.
•Automate and improve WFM processes to reduce waste and cycle times, leveraging SQL/Python and internal tools.

Experience:Fintech

Skills:Stakeholder managementCommunicationData analysisProactive problem-solvingProcess improvement

Languages:English

Tech Stack:SQLPython

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