Workforce Management Regional Lead

Customer SupportSingapore




Customer Support

Salary Range

SGD 8,500 - SGD 9,850 + RSUs

Workforce Management Regional Lead – APAC

We’re looking for a Workforce Management (WFM) Regional Lead to join our Singapore office to help our teams deliver outstanding service that helps customers onboard with less time, scales globally with our growth and helps us decrease our costs towards zero.

We’re looking for people who can fit our team and can replace the internal agents moving to higher positions and also team growth needed with new initiatives being taken up by the team

Here is how you’ll be contributing:

  • Lead, grow and develop the team of APAC WFMers
  • Sets the priorities of work for the APAC WFM team
  • Translates the WFM strategy into key initiatives for the region
  • Sets the Intraday & Scheduling strategy for the upcoming 3 months
  • Builds a scalable scheduling process, identifies and highlights replication opportunities for global consistency
  • Drives efficiencies in WFM tools to develop optimal and efficient schedules and improve the agent experience
  • Identifies process improvement opportunities and works with WFM product team to highlight further tech enablers
  • Fosters strong relationships with clear lines of communication with Customer Support (CS) and Product teams
  • Collaborates with the CS and Product team to understand upcoming initiatives, WFM contribution and develop enablers to their priorities
  • Drives WFM KPI improvements (forecasting accuracy, scheduling accuracy, cycle times, intraday effectiveness)
  • Provides insights to CS to identify performance opportunities through quality and reliable reporting
  • Supports quarterly target-setting within CS with insights
  • Builds regional WFM capacity plan
  • Recommends capacity requirements and distribution, supports strategy and highlights opportunities with Vendor Management team (Sykes, outsource providers)
  • Develops 12 month capacity plan and resource requirements with CS, Analysts and People Operations

A bit about you:

  • Experienced in leading a WFM team (preferably in a call center environment)
  • Strong Intraday/RTA and Scheduling experience
  • 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 reporting and administration is a plus
  • Advanced knowledge of Excel and Google Docs
  • A dedicated team player and relationship builder

We’re people without borders — without judgement or prejudice, too. We want to work with the best people, no matter their background. So if you’re passionate about learning new things and keen to join our mission, you’ll fit right in.

Also, where and what you studied isn’t important to us. If you’ve got great experience, the right skills for the role and you’re great at articulating your thinking, we’d like to hear from you.

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