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, highly driven and committed professional with a strong understanding of contact center operations and KPIs. In this role, you will manage real-time queue traffic, monitor agent performance and oversee skill allocation to ensure operations remain within agreed service levels. You will make immediate adjustments based on volume fluctuations, identify performance gaps, and support team leads in maintaining operational stability and consistent service delivery.

Key Responsibilities:

• Main POC for all WFM systems configuration and troubleshooting.

• Administers the creation and deactivation of User Access Accounts in the different WFM tools.

• Liaise with the Fraud and Risk Access Management Team in the creation of database and CRM access.

• Responsible for consolidating, maintaining, and cascading the user accounts of all CS employees.

• Manages the CS Master headcount database file of CS department.

• Manages the user account creation and modification of all CS staff.

• Liaise with IT, Backend team, Payments, and Business Support team with concerns regarding user accounts.

• Manages and maintains the leave balance allocation and e-learning module in Verint.

• Creates and publishes WFM systems-related work instructions and how to documents.

• Complete ad hoc tasks/reports concerning WFM user management group.

Principle Duties & Responsibilities:

• Real Time Monitoring - 40%

• Agent Profile Configuration - 30%

• Updating Reports and Templates - 20%

• Ad-hoc - 10%

Skills:

• 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.

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

**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.