WFM Operations Partner Senior Lead

About the role

Wise is looking for a Workforce Management Operations Partner Senior Lead to join its Operational team in the Tallinn office. The role is accountable for the WFM-Operations partnering model, embedding Workforce Management disciplines into operational decision-making so that intraday, scheduling and capacity principles are applied correctly and escalations are handled with discipline. It does not execute tactical WFM activities or own forecasting, scheduling or intraday delivery; instead it leads the Ops Partner function, sets standards, manages people and acts as the senior WFM representative in complex operational trade-offs.

Key responsibilities

• Manage the people, standards and decision quality of the WFM Operations Partner function, including hiring, onboarding, performance management, coaching and development of Ops Partner Leads.
• Develop Ops Partner Leads in metric interpretation, structured decision support and evidence-based challenge of Operations leadership.
• Act as the senior WFM representative to Operations Heads and senior Ops leaders, owning the quality and consistency of workforce decisions and serving as the final escalation point for workforce decisions affecting service, cost or workforce sustainability.
• Drive the adoption of new playbooks or frameworks across operational units and build a proactive, data-driven approach to workforce planning.

Required profile

• 4+ years of WFM/Ops experience in high-volume, scaled environments such as contact centers or shared services.
• Understanding of KYC, FinCrime or regulated operational environments.
• Ability to turn WFM jargon (Erlang, shrinkage, occupancy) into clear business advice, and to challenge senior leaders constructively.
• Experience acting as a partner to Heads of Departments and driving change across operational units.

Nice to have

• Familiarity with WFM software such as Calabrio, NICE or Verint.
• Coaching and mentorship experience.
• SQL or data visualization skills, for example using Looker.

What we offer

• Salary of 4,950 to 6,600 EUR.
• Relocation and visa support available.