WFM Operations Partner Lead

Job description

We’re looking for a Workforce Management Operations Partner Lead to join our Operational team in our Tallinn, Estonia office! The WFM Operations Partner Lead is the primary interface between Workforce Management and Operations , responsible for ensuring that WFM disciplines are consistently understood, adopted, and applied in operational decision-making. This role does not execute tactical WFM activities such as intraday moves, schedule creation, or capacity modelling.

Instead, it acts as a business partner and discipline guardian, translating WFM insights into clear operational trade-offs and constructively challenging decisions that undermine workforce plans.

The Network

This is an individual contributor (IC) role with a "capability multiplier" mandate. While they do not have direct reports, they provide dotted-line mentorship and coaching to Intraday and Scheduling Specialists to improve their decision-quality.

Team Goal

To protect the scalability of Wise. The team’s mission is to ensure that WFM insights are actually adopted and applied, ensuring we hit our SLAs efficiently as the company grows. Your Mission Your mission is to shift Operations from reactive, short-term workforce decisions toward planned, data-driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently to protect service, cost, and scalability outcomes.

This role is not accountable for forecast accuracy, schedule creation, or intraday execution, which remain the responsibility of WFM execution teams. In addition, the WFM Operations Partner serves as a mentor and capability multiplier for Intraday and Scheduling Specialists, supporting their professional development and decision quality through guidance, coaching, and feedback, while maintaining a dotted-line connection rather than direct people management accountability.

The candidate will focus on these high-priority initiatives immediately upon joining: Stakeholder Transition: Moving Operations leaders away from "gut-feel" staffing decisions toward the Service Scale operating principles and WFM playbooks.

Governance Framework

Auditing and surfacing recurring "exceptions" or manual overrides in scheduling to identify where WFM discipline is breaking down.

Decision-Quality Coaching

Running "mentor clinics" for Intraday and Scheduling Specialists to help them think about long-term trade-offs rather than just short-term fixes.

Scenario Steering

Facilitating structured "What-If" conversations with Ops leads regarding upcoming demand spikes or staffing constraints, ensuring they understand confidence ranges rather than just "point estimates."

Qualifications

2–4 Years WFM/Ops Experience: Proven track record in high-volume, scaled environments (Contact Centers or Shared Services).

Financial Services Knowledge

Specific understanding of KYC, FinCrime, or regulated operational environments.

The "Translator" Ability

Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.

Strategic Assertiveness

The backbone to constructively challenge senior leaders and say "no" when decisions undermine WFM plans Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.

Stakeholder Management

Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.

Forward-Looking Mindset

A bias toward proactive risk identification and prevention rather than reactive firefighting.

Change Management

Experience driving the adoption of new playbooks or frameworks across different operational units. Prior WFM experience Schedule optimization experience / knowledge on how is it done Soft skills required: Strong stakeholder management. Welcome challenges with a positive attitude. Easily adapt to changes. Extremely guided towards teamwork/collaboration.

Flexible to work weekends/Public Holidays Nice to have

Tool Proficiency: Functional familiarity with WFM software (e.g., Calabrio, NICE, Verint) to understand outputs and constraints.

Coaching & Mentorship

Experience in a lead or mentor capacity, specifically helping others improve their decision-making quality.

SQL or Data Viz Skills

Ability to self-serve data using tools like Looker to verify trends before stakeholder meetings.