Workforce Management Specialist

Summary

Join Blaze, the fastest-growing casino in LATAM, as a WFM Specialist! You will plan, dimension, schedule, and monitor the workforce of a 24/7 customer service operation across various channels. Ensure adherence to Brazilian labor laws (CLT) and operational efficiency. Responsibilities include shift creation, scaling based on demand, compliance monitoring, performance analysis, and collaboration with other departments. You will also implement and manage WFM tools. The ideal candidate has 3+ years of WFM experience in a contact center, preferably in iGaming, and knowledge of Brazilian labor legislation. Remote work is offered.

Requirements

• Fluent English
• Completed higher education in Administration, Engineering, Statistics, Information Technology, or related areas
• Minimum of 3 years in operational planning/WFM positions in a contact center, preferably in the iGaming sector, technology, or companies with 24/7 service
• Experience in preparing work shifts under the CLT regime and interpreting labor standards
• Knowledge of Brazilian labor legislation applied to working hours
• WFM tools (such as Genesys, Verint, or similar), Zendesk, Slack, Google Apps, Power BI or data analysis tools
• Advanced Excel
• Ability to prepare forecasts and dimensioning
• Organization and attention to detail
• Analytical ability and logical reasoning
• Clear and assertive communication
• Proactivity and sense of urgency
• Leadership and teamwork

Responsibilities

• Perform WFM activities, being responsible for planning, preparing work shifts, real-time monitoring and compliance control
• Ensure the creation and maintenance of monthly work shifts based on demand forecast, respecting all CLT requirements, including work shift control, DSR, inter-shift and intra-shift breaks, and BH or HE compensation
• Prepare scaling based on contact volume, productivity and SLA, for online and back office service
• Monitor daily compliance of the operation with the planned shifts and propose corrective actions in cases of deviations, absences and changes in demand
• Work together with the Operations, HR and Legal areas to ensure legal compliance, time control and work shift management
• Perform operational performance analyses, proposing adjustments to shifts, headcount or processes to better utilize the workforce
• Participate in meetings with operations leadership for strategic alignment, continuous improvement and data-driven decision-making
• Implement and manage WFM tools, contributing to process automation and standardization

Benefits

• Remote work
• Competitive salary and benefits
• A collaborative environment focused on innovation and compliance
• Opportunities for professional growth in a fast-paced industry
• The chance to work on high-impact projects with cutting-edge technologies