Sportserve forms part of a remarkable group of B2C sports betting and B2B sportsbook technology companies, focused on delivering first class sports betting experiences and casino products for our users worldwide. Along with Sportion, TechSpirit, Standard Focus and Sportelligent, we are the driving force behind the world renowned sports betting company and our flagship brand, Dafabet.

Since launching our global hiring initiative, we now employ over 2,000 people worldwide, offering exciting career paths in Technology, Trading, Operations and Media. We pride ourselves on having a diverse and international culture that embraces the global community and acts locally. We offer office based, hybrid and remote work on permanent and consultancy contracts all over the world, making us the true global employer of choice.

What you'll be getting up to: 

• Manage intraday service level acceptable goals.
• Monitor and Report real-time adherence to schedules & Not Ready Code usage for call center associates.
• Initiate escalation procedures when KPI thresholds are exceeded.
• Manage associate call-in line and update schedules to reflect accurate intraday projections.
• Recommend overtime based on day of performance.
• Provide a day of impact analysis for outages, staffing shortages, and other unplanned events.
• Approve real-time requests for offline events.
• Communicate effectively with internal and external customers in accordance with the company's policies, procedures, guidelines, and common practices.
• Stay current on internal policies and procedures.
• Effectively communicate with peers and those we support in the business to ensure high quality and timely completion of work requests.
• Administration of intraday schedule changes.
• Provides intraday reports as assigned by the Senior/Supervisor/WFM head.
• Perform other Workforce Management related duties assigned by superiors.

Requirements:

• Ability to communicate effectively with stakeholders across different territories to relay real time changes in agent profiles and schedules..
• Ability to gain agreement with stakeholders for real time action plans on queue traffic and agent performance.
• Ability to be creative in communicating and adapting to diverse cultures and personalities
• Ability to help others communicate their requirements clearly
• Independent judgment and knowledge in managing and monitoring the day-to-day status of the CS KPIs.

Principle Duties & Responsibilities:

• Real Time Monitoring - 40%
• Agent Profile Configuration - 30%
• Updating Reports and Templates - 20%
• Ad-hoc - 10%

Qualification/Work Experience/Skills:

• Preferably college graduate with at least 1 year experience in Workforce management
• Intermediate knowledge in MS Excel or Gsheet
• Intermediate knowledge in Microsoft applications or Gsuite
• Strong English written and communication skills
• At least 1 year experience in Customer Support Workforce Management
• Knowledge of contact center metrics and environment is a must
• Experience in Verint and Avaya platforms is a plus

**Applications in English only please

Diversity & Inclusion

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills and views. The more inclusive we are, the better our work will be. Creating a culture of Equality isn’t just the right thing to do, it’s also the smart thing.