Workforce Manager

Our client, a pioneer in crafting businesses that deliver unforgettable experiences, is in search of exceptional talent worldwide to bolster their fast-growing team and they are currently on the lookout for a Workforce Manager to join them. 

The Workforce Manager is instrumental in optimizing the efficiency of customer support teams, with key responsibilities including the analysis of provided customer data and trends to forecast purchasers activity and support demand, ensuring the right staffing levels for each shift.

Areas of Responsibility

• Oversee the staffing, performance, processes to ensure all customer service and operations interactions meet company standards, refining shift management to drive service excellence and compliance across B2B and B2C departments.
• Create and optimize procedures for monitoring the employee performance management processes including detailed reports on it, identify trends, and provide actionable insights to improve service quality across operations teams, such as: Customer Support, Account Verification, Risk & Fraud, Payment Ops, etc.
• Own and oversee the process of creating and managing shift schedules for customer service agents, ensuring optimal coverage for all channels (tickets, chats, calls) during peak and off-peak hours, monitoring live ticket and chat queues, redistributing workloads as necessary to maintain SLAs and response times.
• Monitor and analyze shift-based performance metrics, such as average response time, first contact resolution, agent productivity, and similar, providing the expert guidance on any employee performance and progression queries, serving as a main point of contact between the internal teams and the management.
• Actively manage and optimize existing OKR and AOR processes, making sure that set goals and defined responsibilities of the teams are clear, measurable, and are achieved across the business.
• Monitor KPIs of the teams and individual employees to ensure efficient resource allocation, high level of performance, and SLA fulfillment.
• Forecast future staffing needs and headcount for the teams.
• Regularly update the Head of Performance on QA outcomes and shift management efficiency, as well as liaise with other managers and departments to ensure alignment on customer service goals, particularly around product launches, hiring, promotional activities, and process improvements.
• Identify opportunities for automation and process improvement to streamline employee performance management procedures.

Experience

• Minimum of 2+ years of relevant experience in a similar role.
• Previous experience in the iGaming/gambling industry is a must.
• Experience in designing, implementing, and improving workforce management processes.
• Excellent communication skills, with the ability to multi-task, work collaboratively, and influence across departments.
• A proactive and solution-driven individual with a positive mindset.
• Strong attention to detail and a high level of adaptability in a fast-paced, performance-driven environment.

Benefits

• Competitive salary
• Flexibility and remote work
• Training and development
• International collaboration with our teams based around the world
• Fast growing business where the sky's the limit for your career