Workforce Management Senior Specialist - Intraday (Kuala Lumpur)

Wise Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description We’re looking for a

Workforce Management Senior Specialist

to join our team in the Kuala Lumpur office. As a member of the WFM team you will be vital in ensuring agents are scheduled to be working at the right place and at the right time. You’ll be collaborating with stakeholders from operational teams, product teams, and analysts across all levels. You’ll be leveraging our WFM tools, providing support and expertise to our agents and operational leads. This role, with a deep understanding of our customers' needs, will directly impact helping our customers get support and enable our agents to do their best work.

We are looking for superstars in the

Intraday / RTA function

and will discuss your preference and forte during the interview rounds.

Your Mission

Know exactly where SLAs and our metrics stand at any given time

Create regular health reports for stakeholders and have a full understanding of the status of our queues, ready to articulate to our stakeholders

Understand our forecasts and be able to iterate with your expertise and provide recommendations on how we can improve

Introduce alternative forecasts when asked, based on the situation

Help to create and execute the strategic plan and objectives outlined on a weekly basis, as well as collaborate to achieve our higher-level OKRs

Independently and proactively make decisions and take actions based on established guidelines, data analysis and best practices

Communicate with precision to relevant teams about ways to improve our SLAs, operational efficiency and distribution of our agents

Ensure your stakeholders are constantly aware of what you’re working on and how you’re supporting them, actively aligning on priorities and action plans

Carry out all necessary tasks related to managing our queues, including reviewing and iterating forecasts, creating scheduling patterns, publishing schedules, and working with the wider WFM team to find solutions that align with our objectives

Create and / or adjust agents schedules for our teams based on the latest forecasted volumes to optimise SLAs

Confidently and calmly handle incidents and manage stakeholders while devising steps to mitigate the situation

Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices

What you’ll have the opportunity to do

Solve a truly global challenge – our rapid growth rate, global customer base and the inherent complexity of moving money makes growing our support model a truly unique challenge right at the heart of our mission

Be an impactful member of the team with opportunities to influence decisions and what the team builds

Process large amounts of raw data and present using G Suite, advanced Excel techniques, and internal tools

Qualifications About you

Are a Malaysian Citizen. Please note that we are unable to sponsor visas for this role.

Have at least 4 years of relevant Intraday (RTA) experience (In-house WFM will be a plus). Candidates with lesser experience may be considered for a Junior Specialist.

You possess strong problem-solving skills and can efficiently manage multiple deadlines and stakeholders with varying priorities. You are dedicated to our mission at Wise and prioritise customer satisfaction.

You’re a good communicator with excellent verbal and written English skills and have worked internationally, cross-team, or cross-geo before, so you’ll quickly pick up on how best to communicate effectively across different cultures and time zones. You should be able to clearly communicate complex information to a non-WFM / technical audience.

You welcome an open feedback culture, value giving and receiving feedback, and have a track record of resolving issues independently, taking initiative even under unfamiliar or ambiguous circumstances.

You understand numbers and enjoy using them as a guide to solve problems while keeping a human aspect in mind.

Lean knowledge to document and improve processes in a structured manner is preferred but not required

You're located and legally authorised to work in Kuala Lumpur and do not require visa sponsorship

Compensation

From MYR 7,925 + RSUs (Senior)

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