Workforce Management Lead

Lead and develop Scheduling and Intraday WFM Specialists.

Define clear accountability boundaries across tactical and real-time scopes.

Elevate analytical maturity beyond administrative execution.

Coach team members in Scenario modelling, Workforce risk quantification, Structured incident response

Build succession strength and capability depth.

Foster a culture of data-driven decision-making and ownership.

Lead weekly tactical workforce performance reviews.

Identify structural and emerging risks across 1–3 week horizon.

Drive proactive adjustments to reduce intraday volatility.

Align closely with Forecasting and Capacity Planning on emerging shifts.

Ensure continuous feedback loop from execution into planning assumptions.

Oversee real-time service level, occupancy, and productivity monitoring.

Ensure structured and rapid deviation diagnosis.

Guide stabilisation interventions to prevent performance oscillation.

Maintain disciplined escalation protocols with Operations leadership.

Safeguard service performance during peak volatility.

Act as the Workforce Command Center lead during operational disruption.

Own structured workforce response to demand surges, high absenteeism events, system/tool outages, service-level degradation

Quantify operational risk exposure and recovery timelines.

Coordinate cross-functional workforce interventions.

Ensure incidents are managed through defined protocols, not reactive decisions.

Lead post-incident reviews and embed systemic improvements.

Enforce WFM execution standards across Scheduling and Intraday.

Drive adoption of workforce governance frameworks, incident playbooks, tactical review cadences, decision documentation standards

Reduce dependency on ad hoc, spreadsheet-driven processes.

Strengthen system-based optimisation and automation.

Ensure auditability, reproducibility, and structural integrity of workforce decisions.

Contribute to maturity uplift of the WFM operating model.

Identify recurring volatility drivers.

Improve shrinkage modelling and break optimisation logic.

Increase automation and reporting maturity.

Reduce emergency interventions and reactive staffing.

Improve alignment between planning accuracy and operational execution.

You are passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes. You have experience working across global teams, across different functions and you understand how to communicate cross-culturally. You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances. You’ve worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced! SQL and Python skills are a plus.

Experience as a people lead: At least 3 years of experience leading teams and 2 years in a Workforce Management role.

Independent problem solver: Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.

Self-starter: Proven track record of taking ownership and creatively solving problems, while improving efficiency.

Strong understanding of WFM: Knowledgeable in forecasting and different forecasting models, capacity planning, scheduling, and real-time management.

Strong relationships with stakeholders: Ability to connect and maintain relationships with various internal teams.

Strategic and data-driven: Ability to think strategically, translate strategy into operational plans, and analyse and interpret data.

Process Expert: Lean Six Sigma experience to green-belt level, understanding how to formally document processes, automate, improve efficiency, and reduce waste and cycle times across WFM practices

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences. Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs .

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