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: 

We are looking for an ambitious, driven and detail-oriented professional with a strong understanding of contact center trends, performance metrics and KPIs. In this role, you will be responsible for forecasting contact volumes, calculating FTE requirements and ensuring optimal workforce allocation. You will analyze data, anticipate demand fluctuations and publish accurate schedules to maintain service levels and operational efficiency. This position requires strong analytical skills, strategic thinking, and the ability to translate data into actionable workforce plans.

 Key Responsibilities: 

• Creates master files and daily files for employee’s schedule, updating Center System with employee break/lunch schedules.

• Reporting capacity based on planned schedule.

• Generate and report the weekly and monthly forecasts to the Head of Workforce.

• Scheduling including approved/disapproved vacations and requests for days off, holiday staffing, team meetings and schedule adjustments.

• Responsible for creating and maintaining accuracy and quality of schedules generated for each program with balance between service level and employee’s satisfaction.

• Generate and report weekly ‘Over and Under’ staffing files to Operations and stakeholders.

• Creates ad hoc reports and analysis as needed to identify and correct factors that are impacting the Operations.

• Acts as a representative of WFM scheduling team on planning meetings.

• Perform other Workforce Management related duties assigned by superiors.

Principle Duties & Responsibilities:

• Scheduling - 50%

• Forecasting - 30%

• Presentation - 10%

• Ad-hoc - 10%

Skills:

• Ability to communicate effectively with stakeholders across different territories to relay the data-driven output in forecasts and schedules.

• Ability to gain agreement for revisions to the schedule files from stakeholders.

• 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 scheduling and forecasting in order to effectively analyze current procedures and recommend and implement change.

Requirements:

• Preferably college graduate with at least 1 year experience in Workforce management

• Intermediate knowledge in MS Excel or Gsheet

• Basic knowledge in Microsoft applications or Gsuite

• Strong English written and communication skills

• 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.