WFM B2C Specialist

About the company

The organization is part of Flutter, a major global online sports betting and iGaming group listed on the London and New York stock exchanges. It operates across the Southern Europe & Africa region through well-known brands such as Sisal and PokerStars, combining innovation with strong growth potential in a fast-moving market.

Role overview

This position is for a Workforce Management (WFM) Specialist to support the growth and improvement of the WFM function. The role centers on real-time monitoring, operational accuracy, and timely reporting to help keep daily workforce activities running smoothly.

Key responsibilities

• Track live adherence and workforce performance, and raise alerts whenever action is needed.
• Prepare and distribute daily, hourly, and ad hoc reports to the appropriate stakeholders by email.
• Revise reports and verify data to maintain accuracy and consistency.
• Review workforce information carefully, spot mismatches, and report them.
• Coordinate with operational teams so real-time adjustments match business requirements.
• Assist with queue oversight by monitoring service levels, occupancy, and agent productivity.
• Help maintain the accuracy and integrity of workforce management system records.
• Work within daily rotations to ensure all monitoring and reporting tasks are completed on time.
• Partner with WFM Leads to strengthen reporting workflows and overall efficiency.

Requirements

• A bachelor’s degree in business administration, operations, or a related discipline is preferred.
• At least 1 year of experience in workforce management, live monitoring, or reporting.
• Prior exposure to WFM platforms such as Calabrio or Zucchetti is considered an advantage.
• Strong Excel skills, including VLOOKUP, pivot tables, and conditional formatting.
• Working knowledge of workforce management tools and real-time tracking solutions.
• Ability to handle and validate large datasets accurately and efficiently.
• Very strong attention to detail and a high standard of reporting precision.
• Good communication and teamwork skills for collaborating with internal stakeholders.
• Comfort working in a fast-paced, real-time operational setting.
• Problem-solving ability to identify and escalate reporting gaps or discrepancies.
• Fluency in Italian, both spoken and written, along with a solid understanding of English.

Benefits and perks

• Permanent employment contract.
• Food allowance.
• Pension fund contribution.
• Company-provided laptop and business mobile phone.
• Flexible working hours and the option to work smartly from home, according to internal policy.
• 24 additional paid leave hours.
• Preferential access to products offered by Intesa Sanpaolo bank.
• Supplementary private health insurance and access to the company doctor.
• Flutter Sharesave Plan.
• Inclusive workplace with diversity and inclusion initiatives.
• Psychological well-being support, including online meditation courses, an online medical service, and counseling from certified psychologists and coaches.
• Ongoing learning opportunities for both soft and technical skills through platforms and training programs.
• Support for parents, children, and contributions for new mothers.
• Volunteering opportunities during working hours.

Equal opportunity statement

The employer is committed to equal opportunity hiring and values diversity and inclusion. Candidates are welcomed regardless of age, culture, religion, ethnicity, sexual orientation, gender identity, or gender expression.

Location

Tirana, Albania.