Overview of the role:

The Planning & WFM Coordinator will be the tactical leader responsible for integrating Workforce Management, operational performance, and Real-Time management across Betnacional and Betfair Customer Service operations. This role will lead the transition toward a more predictive, data-driven, and high-adherence operating model, balancing service-level protection with workforce cost optimization. Reporting directly to the Planning & Performance Manager, this person will lead the Planning and Real-Time teams and establish strong governance across forecasting, capacity planning, scheduling, intraday management, and operational contingencies.
The position is fully remote, with occasional travel to Recife or São Paulo.

What you’ll do:

• Lead short-, medium-, and long-term workforce planning for Betnacional and Betfair Customer Service operations.
• Coordinate and continuously improve demand forecasting models across chat, voice, and email channels.
• Build capacity scenarios, headcount plans, and hiring curves aligned with operational demand and available budget.
• Validate workforce schedules, shifts, breaks, and time-off structures to ensure adequate coverage and compliance with applicable labor requirements.
• Manage planned and unplanned shrinkage, identifying risks and implementing action plans to reduce operational and financial impact.
• Lead the Real-Time team, ensuring effective intraday management, skill allocation, adherence, and service-level performance.
• Develop contingency plans and business continuity playbooks for major operational or system incidents.
• Ensure the accuracy and reliability of workforce data, including volume, handling time, abandonment, staffing, adherence, and productivity indicators.
• Partner closely with Customer Service leadership to identify operational deviations and define immediate corrective actions.
• Support financial governance by optimizing workforce costs, overtime, occupancy, and staffing efficiency.
• Lead the team with autonomy, clear accountability, and a results-oriented management approach in a remote environment.

What you’ll bring:

• Solid experience in Workforce Management, operational planning, capacity planning, or Control Desk functions within large-scale Customer Service or contact center operations.
• Previous experience leading or coordinating Planning, WFM, or Real-Time teams.
• Strong expertise in forecasting, capacity modelling, workforce scheduling, shrinkage management, and intraday operations.
• Advanced knowledge of WFM methodologies, Erlang concepts, staffing calculations, and workforce optimization.
• Experience managing operational budgets, headcount plans, and workforce cost-efficiency initiatives.
• Strong analytical skills and the ability to translate complex operational data into clear recommendations and action plans.
• Advanced or fluent English, required for communication with global teams and international stakeholders.
• Experience with Zendesk and WFM platforms; knowledge of Alvaria and LivePerson is considered an advantage.
• Availability for occasional travel to Recife or São Paulo.
• Experience in highly volatile environments such as iGaming, FinTech, e-commerce, banking, global companies, or digital product businesses is highly valued.

We require a candidate who has achieved or is capable of the following:

• Building reliable forecasting and capacity-planning governance across multiple brands and customer-service channels.
• Anticipating demand fluctuations related to major sporting events, seasonality, traffic peaks, and unexpected operational disruptions.
• Balancing service-level performance, customer experience, workforce productivity, and financial efficiency.
• Leading remote teams with autonomy, trust, clear direction, and limited need for micromanagement.
• Making sound decisions under pressure while maintaining speed, accuracy, and operational discipline.
• Influencing senior stakeholders through data, structured analysis, and practical recommendations.
• Creating a single source of truth for workforce and operational performance data.
• Driving improvements in forecasting accuracy, schedule adherence, occupancy, shrinkage, and staffing efficiency.
• Establishing scalable processes, standards, and contingency protocols for growing operations.
• Applying innovation, automation, and potentially Artificial Intelligence to improve planning and operational decision-making.

We love people who want to challenge themselves and are passionate about what they do. If you believe you can contribute in some areas and are eager to learn, we encourage you to apply 🚀