WFM Operations Partner Lead

About the role

Wise is looking for a Workforce Management Operations Partner Lead to join its Operational team in the Tallinn, Estonia office. The role is the main link between Workforce Management and Operations, ensuring WFM disciplines are consistently understood and applied in operational decisions. It is an individual contributor position with no direct reports, focused on protecting the scalability of the business.

Key responsibilities

• Shift Operations from reactive, short-term staffing decisions to planned, data-driven execution, applying intraday, scheduling and capacity principles consistently.
• Mentor and coach Intraday and Scheduling Specialists, guiding their decision quality through feedback and coaching.
• Move Operations leaders away from gut-feel staffing decisions toward the Service Scale operating principles and WFM playbooks.
• Audit recurring exceptions or manual overrides in scheduling to surface where WFM discipline breaks down.
• Run "mentor clinics" for Intraday and Scheduling Specialists.
• Facilitate structured "What-If" conversations with Ops leads on demand spikes or staffing constraints, so they understand confidence ranges rather than point estimates.

Required profile

• 2-4 years of WFM or operations experience in high-volume, scaled environments such as contact centers or shared services.
• Knowledge of KYC, FinCrime or regulated operational environments.
• Ability to turn WFM jargon (Erlang, shrinkage, occupancy) into clear business advice.
• Experience acting as a partner to Heads of Departments and driving adoption of new playbooks or frameworks.
• Positive attitude to change, teamwork, flexibility to work weekends and public holidays.

Required skills

• Nice to have: functional familiarity with WFM software such as Calabrio, NICE or Verint.
• Nice to have: ability to self-serve data with tools like Looker.

What we offer

• Compensation of 3,450 to 4,500 EUR gross per month plus Restricted Stock Units.