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Capital

Work Force Manager

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Date Posted

Department

Client Services

Location

Sofia City, Bulgaria

We are a leading trading platform that is ambitiously expanding to the four corners of the globe. Our top-rated products have won prestigious industry awards for their cutting-edge technology and seamless client experience. We deliver only the best, so we are always in search of the best people to join our ever-growing talented team.

Responsibilities:

  • Build and maintain short- and long-term staffing plans based on forecasted volumes and business priorities.
  • Analyze productivity, performance, and capacity data to recommend staffing adjustments and improve efficiency.
  • Oversee scheduling, real-time management, and adherence to ensure coverage meets demand.
  • Partner with CS Operations, HR, and Finance to balance headcount, cost, and performance targets.
  • Provide regular reporting and insights to leadership to support strategic decision-making.
  • Continuously improve workforce planning processes, leveraging data and automation tools where possible.

Requirements:

  • Bachelor’s degree in Business Administration, Economics, Operations Management, or a related field.
  • 3+ years of experience in workforce management, capacity planning, or real-time operations within a contact center or service organization.
  • Strong analytical and problem-solving skills, with the ability to interpret complex data and translate insights into actionable workforce strategies.
  • Proficient in Excel or Google Sheets; experience with Workforce Management (WFM) tools such as NICE, Verint, Calabrio, or Zendesk WFM is a strong plus.
  • Solid understanding of forecasting, scheduling, and intraday management principles.
  • Ability to prepare and deliver clear, data-driven reports and recommendations to stakeholders.
  • Excellent communication and collaboration skills, working effectively with Operations, HR, and Finance teams.
  • Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced environment.
  • Proactive and process-driven, with an interest in automation and continuous improvement of workforce planning practices.
What you will get in return:
• Competitive Salary: We believe great work deserves great pay! Your skills and talents will be rewarded with a salary that makes you feel valued and motivated.
• Work-Life Harmony: Join a company that genuinely cares about you - because your life outside of work matters just as much as your time on the clock. #LI-Hybrid
• Annual Performance Bonus: Your hard work doesn’t go unnoticed! Celebrate your achievements with a well-deserved annual bonus tied to your performance.
• Generous Time Off: Need a breather? Our annual leave policy lets you recharge and enjoy life outside of work without a worry.
• Employee Referral Program: Love working here? Share the love! Bring your talented friends on board and get rewarded for growing our awesome team.
• Comprehensive Health & Pension Benefits: From medical insurance to pension plans, we’ve got your back. Plus, location-specific benefits and perks!
• Workation Wonderland: Live your digital nomad dreams with 30 extra days to work remotely from anywhere in the world (some restrictions apply). Adventure awaits!
• Volunteer Days: Make a difference! Take two additional paid days each year to support causes you care about and give back to the community.
Be a key player at the forefront of the digital assets movement, propelling your career to new heights! Join a dynamic and rapidly expanding company that values and rewards talent, initiative, and creativity. Work alongside one of the most brilliant teams in the industry.
Interested in this job?
Apply Now