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Workforce Management Specialist

Há 1 mês

São Paulo, São Paulo, Brasil Blaze Tempo inteiro
Join Blaze, the fastest-growing casino in LATAM
**Your main 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.
**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
**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.