Offer summary

Qualifications:

Fluent in English with completed higher education in Administration, Engineering, Statistics, Information Technology, or related fields., Minimum of 3 years experience in operational planning or WFM roles, preferably in a contact center or iGaming sector., Proficient in WFM tools like Genesys, Verint, or similar, along with advanced Excel skills., Strong analytical abilities, attention to detail, and effective communication skills..

Key responsibilities:

Execute WFM activities including planning, scheduling, and real-time monitoring of workforce operations.

Ensure compliance with labor legislation and maintain monthly work shifts based on demand forecasts.

Monitor daily operations for adherence to planned shifts and propose corrective actions as needed.

Collaborate with Operations, HR, and Legal teams to ensure legal compliance and optimize workforce utilization.

Job description

Join Blaze, the fastest-growing casino in LATAM!

Founded in 2019 by a dedicated team of entrepreneurs, Blaze.com embodies a true passion for both entertainment and the iGaming sector. We aim to revolutionize the gaming landscape by effortlessly weaving in social connections. With an impressive library of over 2,000 games and a thriving community of more than 2,000,000 registered players, our platform has established itself as a leader in the industry. We're looking for a talented WFM Specialist to join our dynamic team and help us continue our growth.

About the vacancy: Your challenge will be to execute the activities of planning, dimensioning, scheduling and real-time monitoring of the workforce (WFM) of a customer service operation (voice, chat, email and digital channels), ensuring adequate coverage of teams 24x7, adherence to labor legislation (CLT) and operational efficiency in the service and back office areas.

Your main responsibilities:

Perform WFM activities, being responsible for planning, preparing work shifts, real-time monitoring and compliance control.
Ensure the creation and maintenance of monthly work shifts based on demand forecast, respecting all CLT requirements, including work shift control, DSR, inter-shift and intra-shift breaks, and BH or HE compensation.
Prepare scaling based on contact volume, productivity and SLA, for online and back office service.
Monitor daily compliance of the operation with the planned shifts and propose corrective actions in cases of deviations, absences and changes in demand.
Work together with the Operations, HR and Legal areas to ensure legal compliance, time control and work shift management.
Perform operational performance analyses, proposing adjustments to shifts, headcount or processes to better utilize the workforce.
Participate in meetings with operations leadership for strategic alignment, continuous improvement and data-driven decision-making.
Implement and manage WFM tools, contributing to process automation and standardization.

Requirements

Fluent English
Completed higher education in Administration, Engineering, Statistics, Information Technology, or related areas.
Minimum of 3 years in operational planning/WFM positions in a contact center, preferably in the iGaming sector, technology, or companies with 24/7 service.
Experience in preparing work shifts under the CLT regime and interpreting labor standards. Knowledge of Brazilian labor legislation applied to working hours
WFM tools (such as Genesys, Verint, or similar), Zendesk, Slack, Google Apps, Power BI or data analysis tools
Advanced Excel
Ability to prepare forecasts and dimensioning
Organization and attention to detail
Analytical ability and logical reasoning
Clear and assertive communication
Proactivity and sense of urgency
Leadership and teamwork