Workforce Management Shift Supervisor
Description
ARRISE sets the benchmark for service delivery and excellence in the iGaming industry.
What makes ARRISE different?
- We’re more than a company—we’re a community of over 10 ,000 driven professionals, with offices across Gibraltar, Canada, India, Malta, Romania, Serbia, UAE and beyond.
- We partner with industry leaders like Pragmatic Play, delivering world-class gaming experiences to players everywhere.
- We don’t just build products—we build opportunities, invest in our people, and foster growth at every level.
Role Description:
The Shift Supervisor in Workforce Management (WFM) is responsible for overseeing daily workforce operations, ensuring workflow efficiency, real-time issue resolution, and compliance with company policies and procedures. This role serves as the first point of contact for escalations, monitors staffing and performance metrics, and supports both specialists and management in optimizing workforce efficiency. Additionally, the Shift Supervisor fosters effective communication, ensures reporting accuracy, maintains compliance, and drives continuous improvement initiatives while acting as a backup for WFM specialists when necessary.
Key Responsibilities:
- Coordinate and supervise WFM specialists, overseeing the day-to-day operations to ensure smooth workflow and service level achievement.
- Provide immediate assistance and guidance to WFM specialists, serving as the primary escalation point for real-time workforce issues.
- Monitor intraday staffing, attendance, and adherence to optimize workforce efficiency and identify potential operational risks.
- Ensure clear and effective communication between shifts, WFM, and other departments by sharing real-time updates and detailed handover reports.
- Actively contribute to the company’s development through process optimization and operational excellence.
- Track performance metrics, provide regular feedback, and conduct monthly one-on-one meetings with all team members.
- Support the onboarding and training of new team members while participating in performance evaluations and improvement initiatives.
- Encourage continuous learning, professional development, and a culture of improvement within the team.
- Manage employee expectations, address concerns, and handle requests in a professional and timely manner.
- Respect and enforce company quality standards and ensure adherence to all internal policies and guidelines.
- Implement and ensure compliance with WFM policies, procedures, and legislative regulations.
- Suggest and drive improvements to existing processes, tools, and work rules for enhanced efficiency.
- Generate accurate reports required by upper management, ensuring data-driven decision-making.
- Manage shift schedules, resolve conflicts, and handle unplanned absences while ensuring business continuity.
- Identify, report, and escalate unresolved operational issues to management while ensuring transparency and accountability.
- Establish and maintain strong cooperation and communication with other departments to support cross-functional efficiency.
- Develop and maintain effective communication systems within the team and organization.
- Participate in regular team meetings, management discussions, and strategic planning sessions.
- Promote the organization in a positive manner, upholding a strong professional reputation within the company.
- Maintain confidentiality regarding company equipment, data, and internal operations.
- Utilize company resources responsibly, ensuring their use aligns with organizational interests.
- Ensure compliance with legislative measures, working procedures, and internal regulations.
- Cooperate with health and safety personnel, proactively identifying and mitigating risks to prevent accidents and professional illnesses.
- Inform line managers of any observed deficiencies, risks, or operational concerns to maintain a safe and efficient work environment.
- Perform any additional duties assigned by the direct manager as required by the business needs.
- Act as a backup for WFM specialists in daily activities, ensuring continuity and operational stability.
- Promote a positive work environment that fosters teamwork, accountability, and excellence in workforce management.
Candidate Requirements:
- Minimum 6 months in the company and/or 6 months of hands-on experience as a Workforce Management Specialist.
- Strong knowledge of workforce planning, intraday management, scheduling, and KPI tracking.
- Proven leadership skills with the ability to guide, motivate, and develop a team.
- Exceptional organizational skills, accuracy, and ability to manage multiple priorities in a fast-paced environment.
- Flexible, adaptable, and solution-oriented mindset with focus on continuous improvement.
- High sense of professionalism, accountability, and ability to maintain confidentiality.
Benefits:
- Competitive salary.
- Special referral campaigns up to €2.000,00 NET referral bonus.
- Private health insurance from day one
- FitPass membership for sports activities and discounts at popular brands after 3 months
- An exceptional studio space in a modern office building in New Belgrade
- International work environment and young colleagues.
- Opportunities for advancement to higher positions in the online casino.
- Permanent contract.
- Highly recommended by employees, with a strong preference to refer friends.
- Grow with ARRISE | Learning Hub - personalized learning, gamified growth, and endless career development at your fingertips.
Ready to Elevate Your Career? Join ARRISE Today!