I lead workforce management globally in Wise's Customer Support function. My team runs the entire workforce management cycle to serve ≈15M customers as follows: -Creation of long-term, mid-term and short-term forecasts for capacity planning, scheduling and intraday through the use of SARIMA time series and Erlang models-Improvement of forecasts accuracy -Development of "constraint" capacity plan by taking into consideration recruitment, onboarding, training and finance constraints to provide hiring recommendations for each queue we support in each timezone and site-Manage agent scheduling for both internal and outsource teams across email, phone and chat channels-Improvement of published and final scheduling accuracy -Real time monitoring and incident management through Intraday -Optimisation of occupancy, adherence, shrinkage and performance metrics to ensure SLA attainmentSince leading the team in January 2024, my team deliverables have been as follows: -SLA attainment for customer support teams since January 2024 (first time at Wise that we achieve this milestone)-Launching of 24/7 phone support -Re-launch of chat channel, with chat channel set to provide 24/7 support by end of the year