Workforce Planning Executive
Job Description
- Experience in customer service or contact center environments
- Experience in high-growth, fast-paced industries
- Previous experience working with international teams
- 2-3 years of experience in Workforce Management
- Proven experience with WFM platforms
- Strong English communication skills (C1 or higher)
- Strong analytical mindset and problem-solving skills
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’ll bring
- 2–3 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 (C1 level or higher);
- 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.
