WFM Capacity Planning Analyst

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 life 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 Planner, you will play a crucial role in supporting our operational teams. You will be responsible for forecasting future workload and determining the optimal headcount required to provide exceptional customer support whilst ensuring our processes and costs scale globally with the company’s rapid growth

This role is for you if you are passionate about operational efficiency by ensuring that we have the right people with the right skills in the right place at the right time while also having experience managing stakeholders and a strong understanding of operational teams and processes.

Your Mission:

• Create and optimise capacity planning so that our customers get support within defined service-level agreements. 
• Create analytical and performance reports. Help support teams engage with data to improve key operations metrics.
• Proactively contribute to, create and own changes to operating models both in operations and Workforce Management teams through developing insightful analysis and helping to improve efficiency. 
• Own calendar of events, including chairing or facilitating sessions with relevant teams for foresight overlays.
• Conduct ad hoc scenario simulations and sensitivity analysis to ensure optimal resource allocation.
• Provide accurate and easy to consume outputs for operations and recruitment.
• Regular review and detailed report for MAPE accuracies.
• Co-own quarterly OKR target-setting with your lead.
• Create basic data automations to improve efficiency of Workforce Management processes.

Forecasting & Planning:

• Create and maintain long-term capacity plans(12-18 months rolling), ensuring alignment with defined service-level agreements.
• Develop scenario models to anticipate different demand conditions and recommend optimum resource allocation.

Data Analysis:

• Conduct in-depth analysis of workforce metrics to identify trends and areas for improvement. 
• Regular review and detailed report for MAPE accuracies.

Stakeholder Collaboration:

• Prepare regular reports and presentations for management ,engaging support teams with data to improve key operations metrics.
• Communicate capacity requirements and changes effectively across the operational teams, including senior management.
• Coordinate with recruitment teams to ensure that hiring strategies are aligned with capacity plans.

Process Improvement:

• Collaborate with analytics and data science teams to test and validate forecast models.
• Identify and implement process improvements in workforce planning and capacity management.
• Develop and maintain WFM processes to enhance forecasting accuracy and operational efficiency.

Qualifications

• Minimum 2 years of experience in Workforce Management Planning, Revenue Management, Data Analytics, Business Analytics, FP&A or similar role.
• Proven track record in dealing with large volumes of data and creating actionable insights.
• You are familiar with forecasting techniques.
• Advanced spreadsheets user (including knowledge of VBA or Google Apps Script).
• You have experience with Workforce Management tools, metrics and processes.
• You have experience with data visualisation tools (Looker, PowerBI, Tableau etc.) and turning complex data into an easy to follow story.
• You are a self-starter who is comfortable working autonomously.
• SQL skills (including window functions, CTEs).

Some extra skills that are great:

• Familiarity with Python or any other scripting language.
• Knowledge of contact-centre metrics and operating models.

Additional Information

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.

Keep up to date with life at Wise by following us on LinkedIn and Instagram.