WFM Project Executive

Let’s start with the role

We are looking for a WFM Project Executive to join our team and support our customer service operations worldwide. This role will focus on real-time monitoring, forecasting, capacity planning, and workforce optimization to ensure operational efficiency. The ideal candidate will work closely with multiple stakeholders across different regions to drive data-driven decisions and enhance customer experience. 

• Monitor real-time performance, adjusting staffing plans as needed to optimize service levels.
• Analyze historical data to identify trends and improve forecasting accuracy.
• Collaborate with operations and other teams to ensure alignment on scheduling and workforce planning.
• Generate reports and insights for leadership, supporting strategic decision-making.
• Engage in continuous process improvement initiatives to enhance efficiency.
• Real-Time Management & Intraday Monitoring – Ensure service level adherence, manage real-time adjustments, and proactively address staffing gaps.
• Forecasting & Scheduling – Develop accurate short- and long-term forecasts and ensure optimized scheduling.
• Data Analysis & Reporting – Provide insights on workforce performance and drive improvements through data-driven recommendations.

What you will bring:

• Degree in Business Administration, Statistics, Economics, Engineering, or a related field.
•  2+ years in Workforce Management, preferably in a global environment.
• Experience in customer service operations, BPO, or tech companies is preferred.
• Proficient  with WFM tools (e.g., Verint, NICE, Aspect, Tymeshift) and scheduling software.
• Strong analytical skills with the ability to interpret complex data and develop actionable insights.
• Advanced proficiency in Excel/Google Sheets and other data analysis tools.
• Excellent organizational skills, attention to detail, and ability to multitask.
• Strong communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Ability to work in a fast-paced environment and adapt to changing business needs.
• A problem-solving mindset with a proactive approach to managing operational challenges.
• Understanding of the gambling industry and its operational requirements is a plus.
• Fluency in English.