Senior Workforce Planning Executive
Job Summary
Job Description
- 4-5 years of experience in Workforce Management
- Experience with WFM platforms
- Strong English communication skills
- Strong analytical mindset
- Problem-solving skills
- Experience in customer service or contact center environments
- Experience in high-growth industries (online gaming, fintech, e-commerce)
- Previous experience working with international teams
4 skills required
Job Details
We are Kaizen Gaming
Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets. We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.
We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents.
Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?
Let’s start with the role:
We are looking for a detail-oriented and strategic Workforce Planning (WFM) Executive to support our Customer Operations department. The WFM Executive will be responsible for forecasting, capacity planning, scheduling, and performance analysis to ensure optimal staffing and service levels. This role will play a critical part in ensuring operational efficiency across multiple regions and channels.
- Analyze intraday performance and adjust schedules to ensure SLAs are met;
- Monitor real-time dashboards and alert relevant teams of any deviations;
- Create and update weekly and monthly forecasts based on historical data and business trends;
- Collaborate with operations, training, and quality teams to align on resource planning;
- Prepare and present WFM reports and insights to leadership to support strategic decisions;
- Identify trends and propose workforce optimizations or process improvements.
What you will bring:
- 4–5 years of experience in Workforce Management, preferably in customer service or contact center environments;
- Proven experience with WFM platforms (e.g., Verint, Genesys, Teleopti, NICE, etc.);
- Strong English communication skills;
- Experience in high-growth, fast-paced industries such as online gaming, fintech, or e-commerce;
- Strong analytical mindset with problem-solving skills;
- Previous experience working with international teams is a plus.
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About The Company
Kaizen Gaming is one of the biggest and fastest growing GameTech companies in the world. With a focus on Technology and People we aim to continually improve our products and services to provide the best and most trusted online gaming experience to our customers around the world.
We operate two brands in 13 countries: Betano (Portugal, Romania, Germany, Brazil, Bulgaria, Czech Republic, Chile, Peru, Ecuador, Canada-Ontario, Nigeria) and Stoiximan (Greece, Cyprus), and employ more than 2,200 people across three continents. Obsessed with our customers, we use technology and data to constantly push the boundaries of online gaming entertainment.
Why work with us
💻Tech the Ride | Our Adventure
We have made it our quest to shape and influence the GameTech industry globally. We Kaizeners move fast and make things happen: we imagine, develop and build with no
limitations. Working here means getting the freedom to explore as you help us create the technology that powers entertainment.
😎Pick #oneteam | Our Culture
We each have a role to play in building a company culture we can all trust. We Kaizeners are open, direct and respectful; we support each other to reach our goals as
#oneteam. Working here means facing challenges that inspire the team to be on its A-game to get the job done.
☝ Level up | Our Growth
We know our hard work will take us places. We Kaizeners get plenty of opportunities to supercharge our potential as the company grows, overcoming challenges with the support of our colleagues. Working here means continually finding new boundaries to push and new career horizons to reach.
Press Play on Potential!
Join our #oneteam
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