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.

Kaizen Gaming Perks

• 🕑 Hybrid way of working
• 🏃 A buddy will support you with your onboarding
• 💸 Competitive pay and bonus scheme
• ⭐Developmental 360° feedback framework
• 📚 Unlimited access to Udemy & continuous training
• #LI-Hybrid
• #LI-MS1