Novibet is looking for a Workforce Management Analyst to join our dynamic Customer Support team, based in our offices in Athens.
Novibet, founded in 2010, is an established Game Tech company that operates in several countries across Europe through its offices in Greece & Malta. Licensed and regulated by MGA, ADM and HGC, and Irish Revenue Commissioners, Novibet is committed to delivering the best sports betting and gaming experience to an ever-expanding customer base.

Your role

As Workforce Management Analyst you will join the Workforce Management team in our Customer Support department. The Workforce team keeps the powerful 24/7 Customer Support engine fine-tuned and ensures its operation at peak efficiency. As a WFA you will be collecting, reviewing, and reporting performance data and customer feedback data which will further help us to provide a great Customer and Employee Experience. The position reports to the Workforce Management Manager and your daily tasks will be:

• Monitoring, managing, and organizing multi-frequency data reports from various tools and databases, and setting up comprehensive reporting mechanisms.

• Defining and monitoring KPIs to evaluate the effectiveness of workforce strategies and processes.

• Compiling and presenting data in a standardized format for review by management and other stakeholders.
• Collecting and synthesizing data from various sources for use in different analytical tools.
• Maintaining databases with regular updates.
• Conducting weekly or monthly performance reviews and presenting data-driven insights with actionable proposals for root cause analysis.
• Recommending areas for improvement in WFM processes and identifying opportunities for enhanced efficiency.
• Utilizing workforce data to enhance customer experience by ensuring adequate staffing levels and quick response times.
• Generating ideas for process and service improvements, contributing to continuous enhancement initiatives.
• Assisting with special projects and other duties within Workforce Management as assigned.
• Collaborating with team members and other departments to align workforce strategies with business goals.
• Staying adaptable and open to learning new tools and methodologies to improve workforce management processes.

Requirements

• At least 1 year of experience in a Workforce Management role or a related field, with a strong background in Statistics and Data Analysis.

• Proficiency with WFM/Shift scheduling tools and an understanding of workforce planning principles.

• Solid knowledge of Microsoft Office and Google Workspace tools for data analysis and reporting.
• Experience with forecasting and scheduling software (e.g., Optishift) is preferred.
• Familiarity with reporting tools such as Zendesk Explore and Google Looker Studio for data visualization is a plus.
• Demonstrated experience with continuous process improvements is advantageous.
• Excellent communication and interpersonal skills, with an emphasis on collaboration.
• A strong analytical mindset with keen attention to detail and problem-solving abilities.
• Exceptional organizational skills, with the ability to multitask and prioritize effectively.
• A Bachelor’s or Master’s degree in Statistics, Data Analytics, Economics, or a related field.

Benefits
At Novibet, we do value our people! Our team consists of passionate and highly aspirated professionals who strive for innovation daily!


We support everyone to rise and reach their highest potential within a fun, fast-paced and challenging working environment!
We are proud to offer our team the following:

• Competitive remuneration and benefits package including bonus scheme
• Recognition and reward programs to recognize your achievements and contributions
• All the gear you need to support your everyday work life
• A lot of special celebrations, sports and well-being events and team bonding activities
• Supportive team – friendly, international and multicultural environment
• Focus on our people’s career development, empowering our team with internal rotation continuous feedback and training