Workforce Management Team Lead - KYC

Company Description

Wise is a global technology company, building the best way to move and manage the world’s money.
Min fees. Max ease. Full speed.

Whether people and businesses are sending money to another country, spending abroad, or making and receiving international payments, Wise is on a mission to make their lives easier and save them money.

As part of our team, you will be helping us create an entirely new network for the world's money.
For everyone, everywhere.

More about our mission and what we offer.

Job Description

As a WFM Lead, you will play a crucial role in supporting our agents and operational teams to optimise SLA and efficiency whilst protecting agent well-being. You’ll be supporting and levelling up our WFM team in our quest to provide the best and lowest-effort customer experience, whilst ensuring our processes and costs scale globally with the company’s rapid growth

We are looking for someone to join our WFM KYC team as an Intraday Team Lead to build and develop the team in our Kuala Lumpur office. This role is for you if you’re passionate about leading people, building teams, and making a difference in your work, while also having a strong understanding of operational teams and processes.

Your Mission:

• Grow and level up your team, supporting their development through the WFM Career map and beyond

• Set the Intraday Strategy for APAC KYC WFM

• Build scalable intraday routines, identify and highlight replication opportunities for global consistency

• Understand and interrogate our forecasts, making adjustments using your expertise and optimise our coverage to meet our SLAs, efficiency goals and resolution times

• Identify process improvement opportunities and take the initiative to automate, improve efficiency, and reduce waste and cycle times across WFM practices, whilst always considering our agents’ well-being

• Drive and be accountable for WFM KPI improvements (e.g. Intraday Effectiveness, Occupancy levels and queue health)

• Identify performance opportunities through quality, data analytics and source-of-truth reporting

• Recommend capacity requirements and coverage distribution opportunities, supporting our strategy

• Work with our Vendor Management team to highlight opportunities and increase our flexibility

• Co-own quarterly OKR target-setting with your fellow leads

• Build out reports to improve the quality of decision-making in collaboration with our planners and analysts

• Build short-term forecasts to support exceptional events, such as incidents

• Build regional WFM capacity plan for your team

This role will give you the opportunity to:

• Lead, grow and develop your team of regional WFMers: Take charge of managing and nurturing the regional WFM team, focusing on their growth and development.

• Set priorities for your team: Determine the most important tasks and projects for your team to focus on, ensuring alignment with organisational goals.

• Oversee day-to-day operations and tasks of the WFM team: Ensure smooth functioning of the team by managing their daily activities, addressing any issues that arise, and providing necessary support.

• Translate WFM strategy into initiatives: Convert the overall WFM strategy into actionable initiatives for your teams and stakeholders to execute.

• Build weekly strategy for optimal supply allocation: Develop a weekly strategy that identifies opportunities for effectively allocating resources to meet demand.

• Identify process improvement opportunities and work with WFM product team: Proactively identify areas where processes can be improved and collaborate with the WFM product team to implement necessary tech-enabled solutions.

• Foster strong communication and relationships with Operations and Product teams: Establish clear lines of communication to understand their initiatives and priorities, and develop strategies and enablers to support their goals.

Qualifications

Requirements:

• You’re a Malaysian Citizen. Please note that we are unable to sponsor visas for this role.

• You’re experienced as a people lead - you have at least 2 years of WFM Team Leadership experience

• You have strong experience in end-to-end WFM in a mix of in-house and BPO environment, with a focus in Intraday

• You have experience working across global teams, across different functions and you understand how to communicate cross-culturally. 

• You’re a self-starter - you have a proven track record of taking ownership and creatively solving problems, while improving efficiency.

• You feel confident in stakeholder management - you’re able to connect and maintain relationships with various internal teams.

• You're an independent problem solver. Ability to identify and resolve issues independently, even in unfamiliar or ambiguous situations.

• You get it done. You can identify and resolve issues independently, taking initiative even under unfamiliar or ambiguous circumstances. 

• You are strategic and data driven - you think strategically and are able to translate strategy into operational plans, you analyse and interpret data. You have worked with BI tools before like Looker etc. and your Excel/Spreadsheets skills are advanced!

• You have in-depth WFM Tooling experience (e.g. Calabrio, Avaya, Nice IEX, Genesys)

Nice to have:

• You have a green belt in Lean Six Sigma - you understand how to formally document processes, automate, improve efficiency and reduce waste and cycle times across WFM practices

• You’re skilled in SQL and Looker

Additional Information

Salary: MYR 10,500 - 12,875 + RSUs

For everyone, everywhere. We're people building money without borders — without judgement or prejudice, too. We believe teams are strongest when they are diverse, equitable and inclusive.

We're proud to have a truly international team, and we celebrate our differences.
Inclusive teams help us live our values and make sure every Wiser feels respected, empowered to contribute towards our mission and able to progress in their careers.

If you want to find out more about what it's like to work at Wise visit Wise.Jobs.

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