Workforce Management Operations Partner

Wise; Hyderabad; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Wise in Hyderabad, India, seeks a Workforce Management Operations Partner Lead to join our Operational team. This role interfaces between WFM and Operations, translating insights into clear business trade-offs and challenging decisions to safeguard service levels, cost, and scalability.

In this position you will mentor Intraday and Scheduling Specialists, act as a trusted advisor, and promote data‑driven playbooks across the organization while collaborating with Heads of Departments and other

Qualifications

• WFM/Ops experience in high-volume environments.
• Ability to translate WFM jargon into actionable business guidance.
• Strong stakeholder management with cross-functional partners.

Responsibilities

• Shift Operations toward planned, data-driven execution using scheduling and capacity principles to protect service, cost, and scalability.
• Not accountable for forecast accuracy or intraday execution; those tasks remain with WFM execution teams.
• Mentor and multiplier for Intraday and Scheduling Specialists with guidance and coaching.

Skills

WFM/Ops Experience

Stakeholder Management

Analytical Reasoning

Translator Ability

Strategic Assertiveness

Change Management

Schedule Optimization

Teamwork/Collaboration

Flex to Weekends/Public Holidays

Forward-Looking Mindset

Job description

Job Description

We’re looking for a Workforce Management Operations Partner Lead to join our Operational team in our Hyderabad 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.
• Not accountable for forecast accuracy, schedule creation or intraday execution; those remain the responsibility of WFM execution teams.
• Serve 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

• 2–4 Years WFM/Ops Experience, proven track record in high‑volume, scaled environments (Contact Centers or Shared Services).
• Financial Services Knowledge, specific understanding of KYC, FinCrime, or regulated operational environments.
• The “Translator” Ability: Capable of turning complex WFM jargon (Erlang, Shrinkage, Occupancy) into clear, actionable business advice.
• Strategic Assertiveness: The backbone to constructively challenge senior leaders and say “no” when decisions undermine WFM plans.
• Analytical Reasoning: Ability to interpret data trends and identify leading vs. lagging indicators rather than just reading metrics.
• Stakeholder Management: Experience acting as a partner rather than just a reporting function; comfortable operating with Heads of Departments.
• Forward‑Looking Mindset: A bias toward proactive risk identification and prevention rather than reactive firefighting.
• Change Management: Experience driving adoption of new playbooks or frameworks across different operational units.
• Strong stakeholder management.
• Welcome challenges with a positive attitude.
• Easily adapt to changes.
• Teamwork/collaboration oriented.
• Flexible to work weekends/Public Holidays.
• Schedule optimization experience / knowledge on how it is done.

We value diversity, equity, and inclusion and encourage people from all backgrounds to apply.