Job Description
We’re looking for a Workforce Management Operations Partner Lead to join our Operational team in our São Paulo office.
The WFM Operations Partner Lead is the primary interface between Workforce Management and Operations, responsible for ensuring that WFM disciplines are consistently understood, adopted, and applied in operational decision-making.
This role does not execute tactical WFM activities such as intraday moves, schedule creation, or capacity modelling. Instead, it acts as a business partner and discipline guardian, translating WFM insights into clear operational trade‑offs and constructively challenging decisions that undermine workforce plans.
Your Mission
* Shift Operations from reactive, short‑term workforce decisions toward planned, data‑driven execution, ensuring intraday, scheduling, and capacity principles are applied consistently to protect service, cost, and scalability outcomes.
* This role is not accountable for forecast accuracy, schedule creation, or intraday execution, which remain the responsibility of WFM execution teams.
* The WFM Operations Partner serves as a mentor and capability multiplier for Intraday and Scheduling Specialists, supporting their professional development and decision quality through guidance, coaching, and feedback, while maintaining a dotted‑line connection rather than direct people‑management accountability.
Qualifications
* Part of the global WFM organization, reporting to the WFM Operations Partner Senior Lead.
* Individual‑contributor role with a “capability multiplier” mandate; no direct reports but provides dotted‑line mentorship and coaching to Intraday and Scheduling Specialists.
* Team goal: Protect the scalability of Wise by ensuring WFM insights are actually adopted and applied to meet SLAs efficiently as the company grows.
* Immediate focus on high‑priority initiatives:
o Stakeholder Transition: Moving Operations leaders away from "gut‑feel" staffing decisions toward Service Scale operating principles and WFM playbooks.
o Governance Framework: Auditing and surfacing recurring exceptions or manual overrides in scheduling to identify where WFM discipline is breaking down.
o Decision‑Quality Coaching: Running mentor clinics for Intraday and Scheduling Specialists to help them think about long‑term trade‑offs rather than short‑term fixes.
o Scenario Steering: Facilitating structured "What‑If" conversations with Ops leads regarding upcoming demand spikes or staffing constraints, ensuring they understand confidence ranges rather than just point estimates.
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