Workforce Management Senior Specialist

Customer SupportSingapore

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Customer Support

Salary Range

SGD4,800 - SGD6,200 monthly depending on experience and interview outcomes

Senior WFM specialist is vital in ensuring CS agents are placed at the right place and at the right time, utilizing our resources efficiently so we can both deliver on our SLAs as well as maintain a cost-efficient and scalable CS operation. You will be responsible for the allocation of CS headcount across all our channels and tiers. As a key member of the WFM team, you’ll play a big role in making sure our Customer Support performance is always on track.

Here’s how you’ll be contributing:

  • Your responsibilities will split across two main domains – scheduling & intraday
  • Collaborate with fellow WFM team members to deploy scheduling and intraday strategies
  • Run scenarios and provide analysis of potential impact of new business initiatives, changes to SLA, routing, skilling, outsourcing etc.
  • Work closely with the broader Workforce Management (WFM) team to improve intraday, scheduling, forecasting and capacity management processes.
  • Track, analyze and report on CS and WFM efficiency using available resources
  • Effectively communicate across the broader Wise team and our outsourcing partners.
  • Share actionable WFM insights with your regional CS stakeholders and agree on the set of actions to address the issues

A bit about you

  • Minimum 1 year experience in Workforce Management Intraday, Scheduling or Resource planning roles.
  • Well-developed problem-solving and analytical skills with attention to detail
  • Ability to effectively communicate complex information clearly to a non WFM/technical audience
  • Ability to process large amounts of complex raw data and present in a comprehensible fashion
  • Self-motivated and driven, used to being in a fast-paced environment
  • Previous experience with operational and analytical reporting.
  • You have experience with Workforce Management tools and metrics.
  • You have experience with data visualization tools (Looker, PowerBI, Tableau etc.) and turning complex data into an easy to follow story.
  • Advanced knowledge of Excel and Google Docs
  • A dedicated team player and relationship builder

Some extra skills that are great:

  • Previous experience scheduling & intraday across multiple languages and continents
  • Knowledge of VBA or Google Apps Script
  • Basic understanding of SQL Language


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