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Workforce Real-Time Manager

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Flix

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Location:
Bulgaria , Sofia

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable. As a Workforce Real-Time Manager (m/f/d), you will help us shape our team, drive the company to the next level, and have the most direct influence on our success and effectiveness. As part of our WFM team, you will be in charge of developing accurate staffing forecasts, optimizing scheduling strategies, and monitoring performance to ensure operational efficiency. You will analyze workforce data, recommend improvements, and collaborate with cross-functional teams to address real-time challenges and ways to boost productivity. NB: Weekend availability is expected for this role (Standard work schedule 40 hours , 5 days per week )

Job Responsibility:

  • Develop accurate workforce forecasts based on historical data, business trends, and anticipated changes in demand
  • Adjust staffing levels accordingly to meet business needs by creating staffing models and manage scheduling strategies to ensure optimal coverage while adhering to budget and operational goals
  • Collect, analyze, and interpret workforce data (e.g., call volume, agent performance, service levels) to support decision-making
  • Monitor performance against established KPIs (Key Performance Indicators) and identify areas for improvement, as well as continuously assess and improve workforce management processes, tools, and strategies
  • Recommend and implement process improvements to increase productivity, reduce operational costs, and enhance employee engagement by assisting in maintaining and updating workforce management software and tools to ensure accurate data and system reliability
  • Collaborate with cross-functional teams to identify and resolve operational inefficiencies or gaps in workforce management practices. Provide insights and recommendations to the operational teams to ensure smooth execution of scheduling, adherence, and attendance policies
  • Address day-to-day workforce management issues, including unplanned absences, overtime, and shift adjustments

Requirements:

  • Previous experience as a workforce real-time manager
  • Proven track record using WFM tools such as Power BI, NICE Workforce Management, ACD providers and/or SalesForce
  • Advanced analytical and data-oriented skills to support your decision-making
  • Self-driven, organized and autonomous mindset
  • Ability to identify process gaps and bottlenecks, and posses the self-drive to tackle them
  • Independent, reliable and responsible working style
  • Weekend availability is expected for this role
What we offer:
  • Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family
  • Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life
  • Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members
  • Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills
  • Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career

Additional Information:

Job Posted:
January 29, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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