Head of Workforce and Player Operations Technology

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Take the initiative to transform headcount planning.

• Move past outdated frameworks to create and enhance self-sufficient, highly effective operational tools across all teams.

• Oversee the complete vision, design, and implementation of a proprietary, in-house solution that entirely removes manual data entry through aggressive real-time automation.

• Don't merely enhance existing processes—totally redesign workflows for optimal efficiency and develop comprehensive, automated performance data collection.

• Anticipate the requirements of QA teams by creating automated tools, continuous checks, and seamless workflows necessary for auditing customer journeys at scale.

• Construct integrated daily, weekly, and monthly performance dashboards that effortlessly combine QA, WFM, and productivity data into actionable, real-time insights.

• Advocate for the centralized monitoring of "Cost Per Task" and individual staff overheads to achieve significant cost efficiencies.

• Close the feedback loop between quality and execution by automating direct communication channels from QA back to business stakeholders.

• Serve as the key driver behind cross-departmental technical initiatives.

⛳️ Requirements

• Take the initiative to reinvent headcount planning, monthly scheduling, and real-time intraday management.

• Lead the phase-out of third-party WFM tools.

• Actively challenge the existing norms of back-office processes.

• Function as the proactive technical engine steering the QA roadmap.

• Design and maintain a centralized, automated data ecosystem.

• Develop and implement complex, automated cost efficiency models.

• Establish a robust, agile change management process for technology updates.

• Proactively manage and synchronize internal stakeholders.

🏝️ Benefits

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