Deskripsi Pekerjaan
Are you a strategic leader with a passion for optimising workforce performance? Wise Payments is looking for a Workforce Management Operations Partner Lead to join our Operational team in Singapore. In this key role, you will drive the workforce management strategy, ensuring that we have the right people in the right place at the right time to deliver exceptional service to our customers.
At Wise Payments, we are on a mission to make money without borders. As a global fintech leader, we are transforming the way people and businesses transfer money. As part of our Operational team, you will play a critical role in ensuring we deliver a seamless experience to our millions of customers worldwide.
As a WFM Operations Partner Lead, you will take ownership of forecasting, scheduling, and real-time management across our operations. You will partner with business leaders to understand demand patterns, align resources, and implement best-in-class WFM practices. Your analytical mindset will help us improve efficiency, reduce costs, and enhance employee satisfaction.
We are looking for someone who thrives in a fast-paced environment, enjoys solving complex problems, and has a proven track record of leading high-performing teams. If you are ready to make an impact and grow your career with a global fintech leader, we want to hear from you.
Tanggung Jawab
- Lead the workforce management operations function, including long-term and short-term forecasting, capacity planning, and real-time management.
- Partner with operational leaders to understand business requirements and align staffing strategies to meet service-level targets.
- Analyze historical data and trends to improve forecast accuracy and optimize scheduling efficiency.
- Manage and mentor a team of WFM analysts and coordinators, fostering a culture of continuous improvement.
- Develop and maintain reporting dashboards to track key performance indicators and operational metrics.
- Collaborate with HR and recruitment to ensure timely hiring and training based on forecasted needs.
- Identify and implement process improvements to enhance workforce productivity and reduce operational costs.
- Act as the primary point of contact for all WFM-related inquiries and initiatives.
Kualifikasi
- Bachelor’s degree in Business Administration, Operations Management, or a related field.
- Minimum of 5 years of experience in workforce management, with at least 2 years in a supervisory or managerial role.
- Strong analytical skills with proficiency in WFM software (e.g., NICE, Aspect, Verint) and advanced Microsoft Excel.
- Excellent communication and stakeholder management abilities.
- Proven ability to lead and develop high-performing teams.
- Experience in the fintech or financial services industry is highly desirable.
- Demonstrated ability to work in a fast-paced, dynamic environment and manage multiple priorities.
- Knowledge of contact center operations and best practices.