Wfm B2C Specialist

About us:

Flutter, the world’s largest online sports betting and iGaming group listed on the London and New York stock exchanges, is home to the Southern Europe & Africa (SEA) region, featuring iconic brands like Sisal and PokerStars, a globally loved brand that embodies innovation and ambition, with significant growth potential in a dynamic market

We are looking for a WFM Specialist to join our team and contribute to the development and enhancement of WFM Department.

The WFM Specialist is responsible for real-time monitoring, ensuring smooth operations, and maintaining accurate workforce data. This role focuses on sending reports, updating and proof-checking data, and identifying discrepancies during daily rotations. The WFM Specialist plays a crucial role in providing real-time insights and flagging issues to WFM Leads for further analysis and resolution.
 

What you'll do:

• Monitor real-time adherence and workforce performance, escalating issues as needed.

• Send daily, hourly, and ad-hoc reports via email to relevant stakeholders.

• Update and validate reports to ensure data accuracy and consistency.

• Proof-check workforce data, identifying and reporting discrepancies.

• Communicate with operational teams to ensure real-time adjustments align with business needs.

• Support queue management by tracking service levels, occupancy, and agent performance.

• Assist in maintaining workforce management system data integrity.

• Participate in daily team rotations, ensuring all reports and monitoring tasks are completed.

• Collaborate with WFM Leads to improve reporting processes and efficiency.

What you'll bring:

• Bachelor’s degree in business administration, Operations, or a related field (preferred).

• 1+ years of experience in workforce management, real-time monitoring, or reporting.

• Experience with WFM software (e.g., Calabrio, Zucchetti) is a plus.

• Proficiency in Excel (VLOOKUP, pivot tables, conditional formatting).

• Understanding of workforce management tools and real-time tracking systems.

• Ability to process and verify large volumes of data efficiently.

• Strong attention to detail and accuracy in reporting.

• Effective communication and collaboration with internal teams.

• Ability to work in a fast-paced, real-time operational environment.

• Problem-solving skills for identifying and escalating reporting discrepancies.

• Fluent in Italian language (both written & spoken) and good understanding of English language.

Why choose us:

• Permanent contract;

• Food Allowance;

• Pension Fund;

• Company Owned Devices (laptop and business mobile phone);

• Flexible working hours and the possibility of smart-working (according to the company's internal policy);

• 24 Extra Hours Paid Leave;

• Preferential treatment on products offered by Intesa Sanpaolo bank;

• Supplementary Private Health Insurance and consultation with the company doctor;

• Flutter Sharesave Plan.
   

Choose us also for:

• An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;

• Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;

• Continuous learning for soft and hard skills (es. Learn / Platform, Training);

• Support for parents and children and new mothers’ contributions.

• Volunteering during your working hours. 

Much more about us:

• Reviews and comments from our Glassdoor and Indeed pages. Put yours!

Equal Opportunity
Flutter is an Equal Opportunity Employer. Diversity and Inclusion are fundamental values for us. We welcome any candidate without a distinction of age, culture, religion, ethnicity, sexual orientation, gender identity and expression.

Location: Tirana, Albania