Workforce Planning Manager at Kaizen Gaming

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Job Description

We are Kaizen Gaming

Kaizen Gaming, the team powering Betano, is one of the biggest GameTech companies in the world, operating in 19 markets.We always aim to leverage cutting-edge technology, providing the best experience to our millions of customers who trust us for their entertainment.

We are a diverse team of more than 2.700 Kaizeners, from 40+ nationalities spreading across 3 continents. We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

Our #oneteam is proud to be among the Best Workplaces in Europe and certified Great Place to Work across our offices. Here, there’ll be no average day for you. Ready to Press Play on Potential?

Let’s start with the role

We are looking for a Workforce Management Manager to lead the WFM function for our global operation. This role is critical to ensuring the right people are in the right place at the right time to deliver exceptional customer experiences. You will manage a team responsible for Forecasting, Scheduling, and Real-Time Management, and work closely with stakeholders across Operations, Product, and Technology.

As a Workforce Planning Manager you will:

Own medium- and long-term forecasts and ensure accurate headcount planning aligned with business growth.
Collaborate with global WFM teams to refine forecasts and capacity plans.
Ensure optimal schedule coverage and closely collaborate with the Real-Time team to manage live operations effectively.
Review operational performance and intraday KPIs with the Real-Time team.
Align with Customer Service Leadership on any volume or staffing anomalies.
Act as the key point of contact for WFM topics, delivering insights and recommendations to Operations, Finance, and Global WFM.
Participate in global WFM strategy discussions and present updates.
Meet with cross-functional stakeholders (e.g., HR, Training, Product) to plan upcoming initiatives.
Coach team members and identify opportunities for process or tooling improvements.

What you’ll bring:

5+ years in Workforce Management, with at least 2 years in managerial roles.
Degree in Business, Engineering, Statistics, Economics or similar experience .
Proven experience managing diverse WFM teams (forecasting, scheduling, and real-time).
Advanced to fluent (daily communication with global stakeholders).
Preferably experience in fast-paced B2C environments such as iGaming, Fintech, or E-commerce.
Strong knowledge of WFM tools (e.g., Verint, Genesys, Calabrio, etc.), Excel/Google Sheets, and familiarity with BI dashboards (Looker/Tableau/Power BI)

Kaizen Gaming Perks

🏃 A buddy will support you with your onboarding
💸 Competitive pay and bonus scheme
👩‍⚕️ Private health insurance for you and your family
💰 Monthly meal allowance
⭐Developmental 360° feedback framework
📚 Unlimited access to Udemy & continuous training

#LI-Hybrid

#LI-PROMOTE

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We are an equal opportunity employer committed to fostering a diverse and inclusive workplace. We welcome applications from individuals of all backgrounds, regardless of race, gender, religion, sexual orientation,or age.

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