Workforce Management (WFM) Manager – iGaming, Belgrade

About the role

We are looking for a detail‑oriented Workforce Management (WFM) Manager to lead forecasting, scheduling and real‑time optimisation for our multilingual iGaming support teams in Belgrade. You will partner with Operations, HR and business leaders to ensure service level agreements are met while driving efficiency.

Key responsibilities

• Own end‑to‑end WFM processes: forecasting, capacity planning, scheduling and intraday adjustments.
• Analyse historical gaming data to produce accurate short‑ and long‑term volume forecasts.
• Collaborate with cross‑functional teams to design and implement workforce strategies that support growth.
• Monitor real‑time performance, make staffing adjustments and ensure SLA compliance.
• Lead continuous‑improvement initiatives using data, reporting and industry best practices.
• Utilise WFM tools to automate scheduling, reporting and business intelligence.
• Coach and develop WFM analysts and coordinators, fostering a high‑performance culture.
• Maintain documentation and support audits to meet local and international compliance standards.

Required profile

• Proven experience in workforce management, planning or operations, preferably in iGaming, contact‑centre or technology environments.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent communication skills in English; additional European languages are a plus.
• Bachelor’s degree in Business, Operations Management, Mathematics or related field, or equivalent experience.
• Legal eligibility to work in Serbia.

Required skills

• Advanced Excel.
• Experience with WFM systems such as Verint, Genesys or NICE.

What we offer

• Competitive salary with performance‑based bonuses.
• Comprehensive health insurance and wellness programmes.
• Hybrid work model supporting work‑life balance.