Performance & WFM Lead

Midnite Limited; United Kingdom; Remote; GBP 60,000; Full time

Job summary

A leading company in the betting industry seeks a Workforce Manager to design and implement a performance management system. The role includes leading operational change, improving efficiency, and collaborating across teams to enhance player experiences and outcomes. Candidates should have solid analytical skills and workforce management experience.

Benefits

Comprehensive health coverage

Flexible working

25 paid holidays a year

Latest tech made easy

Exclusive perks and discounts

Internal and external learning opportunities

Qualifications

• Experience in workforce management or operations strategy is essential.
• Proactive and capable of building systems from scratch.
• Experience with regulated industries, such as gaming or fintech, is advantageous.

Responsibilities

• Design and rollout of a flexible WFM model across multiple time zones.
• Create and maintain performance scorecards for all squads.
• Run capacity planning based on forecasted growth and volume.

Skills

Analytical skills

Operational change leadership

Workforce management

Education

Experience in ops strategy or workforce management

Tools

QStory

Intercom

Job description

Salary: £60,000

Must be based in the UK.

About Midnite

Midnite is a next-generation betting platform that is built for today’s fandom. We are a collective of engineers and designers who all share a passion for building the best sportsbook & casino experience possible, allowing our fans to feel closer to the games they love through the rush of winning money.

Unlike the alternatives, Midnite doesn't feel like a website built two decades ago. Instead, it's a cutting-edge creation, designed and constructed from the ground up with the latest technologies. Crafting an experience that's truly intuitive, immersive, and immediately understandable is no walk in the park, but we thrive on the challenge. We believe we're on the brink of creating something truly awesome.

Why this role exists

This role is all about raising the bar. We want you to be obsessed with performance — not for performance’s sake — but because a faster, smarter, more efficient team unlocks better player experiences.

As we scale, we need to move beyond reactive support and start designing how our team operates:

• How do we resource for peak hours without burnout?
• How do we cut waste and idle time while keeping team culture strong?
• How do we create team scorecards that drive outcomes, not vanity metrics?
• How do we stop fire-fighting and start forecasting?

This role will own that challenge. You’ll design our performance and workforce management engine from the ground up, working alongside Ops, Product, and Support squads to build a setup that’s smart, player-first, and ready to scale.

What we’re looking for

We’re seeking someone with experience in workforce management or ops strategy, strong analytical skills, and the ability to lead operational change. You should be proactive, comfortable building systems from scratch, and able to balance business outcomes with player loyalty. Experience with tools like QStory or Intercom, and exposure to regulated industries like gaming or fintech, are a bonus.

What you’ll be doing

Workforce Planning & WFM Design

• Lead the design and rollout of a flexible WFM model across multiple time zones
• Balance live coverage, deflection, and AI routing with player demand patterns
• Own shift and rotation design, including overnight/off-peak coverage
• Partner with Retention and Loop Closers squads to flex resource based on demand
• Introduce tooling (e.g. WFM or similar) to automate forecasting and scheduling

Performance Strategy & Reporting

• Build and maintain clear performance scorecards for all squads
• Define operational targets (e.g. FRT, CSAT, AHT) that align to player outcomes
• Spot patterns in the data — and make noise when things don’t smell right
• Push team leads to coach smarter, not just harder
• Own weekly/monthly dashboards, reporting cycles, and performance insights for leadership

Efficiency & Capacity Building

• Run capacity planning based on forecasted growth and volume
• Flag future hiring needs well in advance
• Partner with Finance to track cost per contact, shift coverage ROI, and budget forecasting
• Champion operational innovation — e.g. testing new support hours, async work, squad reshuffles

Cross-team Collaboration

• Work closely with the AI and Journey Builder squads to design smarter flows and contact deflection
• Feed performance and efficiency insights back to Product, CRM, and Engineering
• Support audit, compliance, and SLAs through clean, accurate data

What success looks like in 6 months

A fully operational WFM model is in place across Support, with squad-level performance scorecards driving effective coaching and 1:1s. Key metrics like first contact resolution and AHT are improving, and you’ve introduced a tool or process that has delivered meaningful time or cost savings. Player Support is now recognised by senior leadership as a valuable source of performance insight.

What’s in it for you:

• Shape our future: Play a key role in our team's success, where your voice matters, and you'll have a direct impact on shaping Midnite's future.
• Connect and unwind: Take part in our quarterly gatherings where our community comes together to bond and have fun.
• Comprehensive health coverage: Look after your well-being with our outstanding zero-excess health insurance plan, which includes optical and dental coverage.
• Simplify life: Take advantage of our nursery salary sacrifice scheme, allowing you to conveniently pay your child's nursery fees straight from your paycheck.
• Work-life balance: Enjoy 25 paid holidays a year, plus generous paid maternity, paternity, and adoption leave, supporting you during life's most important moments.
• Productive home office: We provide everything you need for a comfortable and ergonomic home setup, ensuring you're as productive as possible.
• Flexible working: We embrace flexible working, allowing you to adjust your schedule when life's unexpected moments arise.
• Latest tech made easy: With our salary sacrifice schemes, you can upgrade to the latest gadgets, household items, and mobile tech without the upfront cost.
• Exclusive perks: Enjoy a wide range of discounts on retailers, groceries, and subscriptions, making life a little more affordable.
• Grow with us: Expand your skills through internal and external learning opportunities while benefiting from access to mentorship programs that support your development.
• Transparent compensation: We provide competitive pay with clear team bandings and salary grids, ensuring that salary discussions are simple and fair.
• Constructive feedback: We foster a transparent culture, encouraging individual feedback and review sessions to help everyone improve.

At Midnite, we’re committed to creating equal opportunities for everyone. We actively strive to build balanced teams that reflect the diversity of our communities, including ethnic minorities, people with disabilities, the LGBTQIA+ community, and all genders.

We aim to provide an inclusive and supportive interview experience for all candidates. If you require any reasonable adjustments, please let us know in advance so we can ensure you feel comfortable and set up for success.