Workforce Management (WFM) Agent

Description

Position at LeoVegas Group

About The Role

The WFM Agent is responsible for real-time monitoring, schedule adjustments, and workforce coordination to ensure smooth customer support operations. This role will help execute WFM strategies and provide critical insights into scheduling efficiency. The WFM Agent will also assist in training agents on schedule adherence and refine WFM processes based on real-time data and feedback.

YOU WILL BE RESPONSIBLE FOR:

Real-Time Queue & Agent Management

• Monitor live chat and call queues to ensure proper coverage and balance workload distribution.
• Make real-time adjustments to agent schedules based on fluctuations in demand.
• Identify and escalate staffing shortages and SLA risks to the WFM Team Leader.
  
  

Schedule Adjustments & Optimization

• Assist in planning and modifying agent schedules to account for sick leave, vacations, and last-minute changes.
• Coordinate shift swaps and emergency coverage to ensure service levels are met.
• Ensure agents adhere to break schedules to optimize productivity while maintaining compliance with labor laws.
  
  

Performance & SLA Tracking

• Track real-time service levels, agent adherence, and overall workforce efficiency.
• Analyze workload distribution and provide recommendations to improve operations.
• Assist in developing reports and dashboards to track key performance metrics.
  
  

Collaboration & Communication

• Act as the main point of contact for agents regarding schedule-related inquiries.
• Work closely with the WFM Team Leader, CS Managers, and Team Leaders to ensure seamless operations.
• Communicate urgent scheduling updates and coverage changes to all relevant stakeholders.
  
  

OUR SUCCESSFUL CANDIDATE WILL HAVE THE FOLLOWING:

• Experience in real-time workforce monitoring or scheduling, preferably in customer support, will be considered an asset.
• Strong problem-solving skills and ability to make quick, data-driven decisions.
• Ability to work in a fast-paced environment with shifting priorities.
• Familiarity with WFM tools and scheduling systems is a plus.
• Strong communication skills and a collaborative mindset.
  
  

Who We Are

At the core of LeoVegas Group is Team Leo. Our culture is our foundation and is what enables us to innovate, build, and lead as we trailblaze our way through the igaming industry. We’re a team of over 2000 innovators, initiators, and groundbreakers working in a fast-paced and agile environment across 19 offices worldwide.

Benefits

• Hybrid work policy
• 4 weeks of Workation (T&C apply)
• Well-being allowance to support your active lifestyle
• Private health insurance
• Discounts across a range of retailers, gyms, bars & restaurants
• We offer an employee assistance program that can provide help and guidance during challenging moments.
• For non-Malta residents, we offer a relocation package with 3 weeks of accommodation and flights.
  
  

JOIN US!

In our pride, we empower our teammates to find their roar and run with their wildest ideas. We don’t wait for things to happen; we pounce and make it happen!

Would you be a good fit for the Leo Pride - give us a roar!

**As our company working language is English, we’d like to see your CV in English, please**