Workforce Management Specialist.

The Company:
This opportunity is with an iGaming operator that is recognized as one of the significant operators in the Brazilian market. They offer a wide range of casino and sports betting products tailored to Brazilian users and are known for sponsoring one of Brazil’s most historic football clubs.

The Role:
The company is seeking a Workforce Management (WFM) Specialist to oversee the end-to-end planning and real-time coordination of their customer service operation. In this role, you’ll be responsible for creating and monitoring monthly shift schedules, ensuring alignment with Brazilian labor laws (CLT), forecasting staffing needs based on contact volumes and SLAs, and working closely with Operations, HR, and Legal teams to maintain compliance and performance.

About You:
You have at least 3 years of experience in WFM within a contact center environment, ideally in the iGaming, tech, or 24/7 service industry. You bring strong analytical skills, fluency in English, and are well-versed in WFM tools like Genesys or Verint. Your understanding of Brazilian labor law, paired with your Excel proficiency and ability to manage time-sensitive schedules, makes you a key contributor to operational success.

Does this sound like you or someone you know?
If so, please contact Alexandra Bomberg at Pentasia for a confidential discussion.