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Workforce Manager
@Patrianna
[Hiring] Workforce Manager @Patrianna
Mar 13, 2025 - Patrianna is hiring a remote Workforce Manager. đź’¸ Salary: competitive salary. đź“ŤLocation: Europe.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
The Workforce Manager at B2Spin is instrumental in optimizing the efficiency of customer support teams, with key responsibilities including:
- Analyzing provided customer data and trends to forecast purchaser activity and support demand, ensuring the right staffing levels for each shift.
Areas of Responsibility:
- Oversee the staffing, performance, and processes to ensure all customer service and operations interactions meet company standards.
- Refine shift management to drive service excellence and compliance across B2B and B2C departments.
- Create and optimize procedures for monitoring employee performance management processes, including detailed reports, identifying trends, and providing actionable insights to improve service quality across operations teams (e.g., Customer Support, Account Verification, Risk & Fraud, Payment Ops).
- Own and oversee the process of creating and managing shift schedules for customer service agents, ensuring optimal coverage for all channels (tickets, chats, calls) during peak and off-peak hours.
- Monitor live ticket and chat queues, redistributing workloads as necessary to maintain SLAs and response times.
- Monitor and analyze shift-based performance metrics, such as average response time, first contact resolution, and agent productivity.
- Provide expert guidance on employee performance and progression queries, serving as a main point of contact between internal teams and management.
- Actively manage and optimize existing OKR and AOR processes, ensuring that set goals and defined responsibilities of the teams are clear, measurable, and achieved.
- Monitor KPIs of teams and individual employees to ensure efficient resource allocation, high performance, and SLA fulfillment.
- Forecast future staffing needs and headcount for the teams.
- Regularly update the Head of Performance on QA outcomes and shift management efficiency.
- Liaise with other managers and departments to ensure alignment on customer service goals, particularly around product launches, hiring, promotional activities, and process improvements.
- Identify opportunities for automation and process improvement to streamline employee performance management procedures.
Qualifications
- Minimum of 2+ years of relevant experience in a similar role.
- Previous experience in the iGaming/gambling industry is a must.
- Experience in designing, implementing, and improving workforce management processes.
- Excellent communication skills, with the ability to multi-task, work collaboratively, and influence across departments.
- A proactive and solution-driven individual with a positive mindset.
- Strong attention to detail and a high level of adaptability in a fast-paced, performance-driven environment.
Benefits
- Competitive salary
- Flexibility and remote work
- Training and development
- International collaboration with our teams based around the world
- Fast growing business where the sky's the limit for your career
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| đź“Ť | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
All others
All others
|
Salary
đź’¸
competitive salary
|
Remote
Location
Europe
|
|
Job Type
contract
|
Posted
Mar 13, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Europe |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
