Workforce Management Specialist

Work Model: Hybrid (Jardim Paulista) Salary Range: R$ 10,000 - R$ 15,000 Industry: iGaming The Company: This opportunity is with an iGaming operator that is recognized as one of the significant operators in the Brazilian market. They offer a wide range of casino and sports betting products tailored to Brazilian users and are known for sponsoring one of Brazil’s most historic football clubs. The Role: The company is seeking a Workforce Management (WFM) Specialist to oversee the end-to-end planning and real-time coordination of their customer service operation . In this role, you’ll be responsible for creating and monitoring monthly shift schedules, ensuring alignment with Brazilian labor laws (CLT), forecasting staffing needs based on contact volumes and SLAs , and working closely with Operations, HR, and Legal teams to maintain compliance and performance. About You: You have at least 3 years of experience in WFM within a contact center environment, ideally in the iGaming, tech, or 24/7 service industry. You bring strong analytical skills, fluency in English, and are well-versed in WFM tools like Genesys or Verint . Your understanding of Brazilian labor law , paired with your Excel proficiency and ability to manage time-sensitive schedules, makes you a key contributor to operational success.

Location: São Paulo, Brazil, BR

Posted Date: 7/3/2025