WFM Manager - Belgrade, Serbia
pre 23 sata
Opis posla
Do you have a passion for Workforce Management (WFM), strategic planning, and operational efficiency within the fast-paced world of iGaming? We are seeking a detail-focused, analytical WFM Manager to join our innovative team in Belgrade. This is an exceptional opportunity to drive workforce excellence and operational success for a leading brand in the global iGaming industry.
Main Responsibilities – Workforce Management Manager Opportunities in Belgrade (iGaming)
- Lead the end-to-end Workforce Management (WFM) process, including forecasting, capacity planning, scheduling, and real-time resource optimisation for multilingual customer support and operations teams.
- Analyse historical data and gaming activity trends to deliver accurate short- and long-term volume forecasts in a dynamic iGaming environment.
- Collaborate with Operations, HR, and business leaders to develop and implement innovative workforce strategies that support growth and service excellence.
- Monitor intraday performance and proactively manage staffing adjustments, ensuring SLAs and service quality targets are consistently met.
- Drive continuous improvement initiatives using actionable data, reporting, and industry best practices to maximise efficiency and cost-effectiveness.
- Utilise WFM tools and technology to automate scheduling, reporting, and business intelligence processes.
- Coach and develop WFM Analysts and coordinators, fostering a knowledge-sharing, high-performance environment in Belgrade.
- Maintain up-to-date documentation and support audits and compliance requirements based on local and international standards.
Essential Skills and Qualifications for WFM Manager Jobs in the iGaming Sector (Belgrade)
- Previous experience in a Workforce Management, Planning, or Operations role, ideally within the iGaming, contact centre, or technology industries.
- Strong analytical skills, with expertise in Excel and WFM systems (e.g., Verint, Genesys, NICE, or similar).
- Excellent understanding of forecasting methodologies, scheduling techniques, and capacity planning principles.
- Demonstrable experience delivering data-driven insights to inform decision-making and process improvements.
- Confident communicator with the ability to translate complex WFM and operational data for non-technical audiences.
- Hands-on approach and a drive for results in a fast-paced, agile environment.
- Fluency in English (written and spoken); additional European language skills are advantageous.
- Bachelor's degree in Business, Operations Management, Mathematics, or a related discipline (or equivalent work experience).
- Eligibility to work in Serbia.
Workforce Management Manager Benefits & Rewards – Careers in iGaming, Belgrade
- Competitive salary with annual reviews and performance-based bonuses.
- Comprehensive health insurance, wellness initiatives, and a healthy work-life balance policy.
- Hybrid work model with a modern office in central Belgrade and flexible working arrangements.
- Extensive training, mentoring, and access to international WFM and iGaming industry conferences.
- Supportive, inclusive team environment that encourages innovation and career progression within the global iGaming space.
- Opportunities for growth across WFM, operations, and leadership roles as our business expands.
- Generous annual leave and company recognition programmes.
Why Grow Your Workforce Management Career with Us in Belgrade's iGaming Industry?
- Join a thriving, dynamic sector at the forefront of digital entertainment and gaming innovation.
- Make a measurable impact by ensuring our operational teams deliver seamless customer experiences worldwide.
- Enjoy ongoing learning and development tailored to WFM leadership and iGaming expertise.
- Collaborate with an international, multicultural team and contribute to a positive, engaging workplace culture in Belgrade.
- Advance your career in a business that values excellence, agility, and the pursuit of continuous improvement.
If you are ready to take the next step in your Workforce Management career and shape the future of iGaming operations in Belgrade, we want to hear from you. Apply today to join our growing Belgrade team as a WFM Manager
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