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:
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Monitor real-time adherence and workforce performance, escalating issues as needed.
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Send daily, hourly, and ad-hoc reports via email to relevant stakeholders.
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Update and validate reports to ensure data accuracy and consistency.
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Proof-check workforce data, identifying and reporting discrepancies.
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Communicate with operational teams to ensure real-time adjustments align with business needs.
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Support queue management by tracking service levels, occupancy, and agent performance.
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Assist in maintaining workforce management system data integrity.
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Participate in daily team rotations, ensuring all reports and monitoring tasks are completed.
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Collaborate with WFM Leads to improve reporting processes and efficiency.
What you'll bring:
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Bachelor’s degree in business administration, Operations, or a related field (preferred).
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1+ years of experience in workforce management, real-time monitoring, or reporting.
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Experience with WFM software (e.g., Calabrio, Zucchetti) is a plus.
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Proficiency in Excel (VLOOKUP, pivot tables, conditional formatting).
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Understanding of workforce management tools and real-time tracking systems.
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Ability to process and verify large volumes of data efficiently.
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Strong attention to detail and accuracy in reporting.
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Effective communication and collaboration with internal teams.
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Ability to work in a fast-paced, real-time operational environment.
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Problem-solving skills for identifying and escalating reporting discrepancies.
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Fluent in Italian language (both written & spoken) and good understanding of English language.
Why choose us:
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Permanent contract;
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Food Allowance;
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Pension Fund;
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Company Owned Devices (laptop and business mobile phone);
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Flexible working hours and the possibility of smart-working (according to the company's internal policy);
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24 Extra Hours Paid Leave;
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Preferential treatment on products offered by Intesa Sanpaolo bank;
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Supplementary Private Health Insurance and consultation with the company doctor;
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Flutter Sharesave Plan.
Choose us also for:
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An inclusive work environment and participate in all our initiatives focused on Diversity & Inclusion;
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Psychological well-being: online meditation courses, medical online service, and counseling service thanks to the support of certified psychologists and coaches;
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Continuous learning for soft and hard skills (es. Learn / Platform, Training);
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Support for parents and children and new mothers’ contributions.
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Volunteering during your working hours.
Much more about us:
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
