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We are Kaizen Gaming Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Bulgaria, Czech Republic, Portugal, Brazil, Chile, Peru, Ecuador and Canada. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment.We are Kaizen Gaming Kaizen Gaming is the leading GameTech company in Greece and one of the fastest-growing in Europe, with the Stoiximan brand in Greece and Cyprus and Betano in Germany, Romania, Bulgaria, Czech Republic, Portugal, Brazil, Chile, Peru, Ecuador and Canada. Our aim is to leverage cutting-edge Technology in order to provide the optimum experience to those who trust us for their entertainment. Let’s talk about the role The Workforce Management Executive oversees productivity as well as quality, in Customer Service. They are responsible for assessing, analyzing and reporting KPIs at individual, team, departmental and market levels, as well as strategizing and planning on best practices and optimizations. The WFM Executive also has ownership of scheduling, forecasting, processing time-off requests, specific requests and reports on own KPIs & metrics, in order to come up with efficiency updates and uphold the highest customer excellence standards. What is in for you Forecasting & Scheduling | Balancing Individual & Team Metrics (WFM & CS Metrics Alike); Escalation of any issues and urgent matters; Optimisation of Processes & Guidelines for 360° Communication & Alignment; Enable Continuous Improvement so that Productivity, Quality & Accuracy become a routine; Customer Service Performance Management regarding Agent, Team, Market, Division; Creation of Reports & Action plans; Determine, observe & adjust KPIs to ensure targets; Complete Root Cause Analysis of Reasons & Variances; Provide improvement recommendations & actions; What you’ll bring Excellent time management & organizational skills; Ability to manage multiple responsibilities, tasks & projects within tight deadlines; Great understanding of business Process Analytics regarding Agent, Team, Market & Division; Ability to partner with different stakeholders & design a way forward; Advanced Excel / Google Sheets & Microsoft Suite skills; Presentation & Negotiation Skills; Adaptability & Enthusiasm for change, evolution & Inventive Concepts; Fluency In Portuguese & English language. Kaizen Gaming Perks 🏃 A buddy will support you with your onboarding;💸 Competitive salary package and bonus scheme;📚 Unlimited access to Udemy & continuous training for all your learning and development needs;👩⚕️ Health and life insurance for you and your family;💰 Monthly allowance for lunch & commuting expenses;⭐Clear career paths and a developmental 360° feedback framework;Recruitment Privacy Notice Regarding the data you share with us, you may find and read our recruitment privacy notice here.
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