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Paddy Power Betfair

Resource Planning Analyst

Central Malta
Posted date | 26/12/2016 Closing date | 25/01/2017
Full Time Experienced
Strategy & Planning
Job description: Resource Planning Analyst

You will be responsible for long and short term multi-channel forecasting and scheduling of resources to ensure the correct number of agents are in the right place at the right time. You will guide operational leadership to achieve their goals and minimise customer wait times and maximise service level performance. You will deliver in-depth analyses for continuous process improvement through the use of Verint i360 WFM, Injixo, Oracle CRM platforms and Avaya telephony systems. You will also report on business highlights and performance issues, gaps or faults that will have an impact on business performance.
Key Responsibilities:
  • Long term budget forecasting of multi-channel multi skill contact volumes.
  • Using WFM, CRM and telephone software to optimise agent schedules and contact volumes.
  • Build automation through Verint/Injixo to optimise current forecasting and scheduling processes 
  • Take appropriate action to ensure mitigation of all risks to service level achievement.
  • Analyse performance data for the previous working week/month period.
  • Proactively approach stakeholders outlining root causes for missed performance targets.
  • Provide recommendations to strengthen results, and monitor the implementation of activities to achieve results.
  • Coordinating optimal weekly & monthly scheduling of meetings, training and other off-phone activity for agents.
  • Optimising breaks times and reallocating resources to extract the best possible result against the KPI’s of the business.
  • Approving holiday requests in line with business volumes.
  • Assist the Reporting Analyst with ad-hoc reporting from time to time highlighting our performance to the Operations & Customer Support teams.

Technical Competencies:
  • Expert in MS Excel
  • Strong mathematical, analytical and organization skills
  • Direct experience with Injixo, Blue Pumpkin or Verint systems and forecasting/resourcing methodology essential.
  • Stakeholder Management
  • Communicating and Influencing skills
  • Minimum 3 year plus of experience working in forecasting related disciplines in a multi-channel contact centre environment.
  • Knowledge in using Injixo, Blue Pumpkin or Verint software essential.

Kindly submit your application using the Apply Now button.

About us:

Paddy Power Betfair plc was formed in February 2016 from the merger of two of the fastest-growing online betting operators in the world; Paddy Power plc and Betfair Group plc. Paddy Power is a multichannel (online and retail) betting operator widely seen as one of the most distinctive consumer brands in Europe. Betfair is an innovative online-only betting operator which pioneered the betting exchange in 2000, changing the landscape of the sports betting industry over the next decade.

The combined Paddy Power Betfair group is a significant scale player in the industry, with total revenues of £1.3bn coming from a market-leading presence in the UK, Ireland, Australia and the USA, as well as a range of B2C and B2B operations across Europe. We employ over 7000 people with a strong focus on online (80% of revenue) and fully regulated markets (95% of revenue). We also operate two of the most exciting international sports betting operators; Sportsbet in Australia and TVG in the USA.

What gives us that extra special edge is our people. People with the passion to push boundaries. People who revel in doing the unexpected. People who – day in, day out – help us to beat the competition in some highly competitive markets. The customer is at the heart of everything we do and above all we value people who go the extra mile to consistently deliver exceptional service.

Doing things differently, believing in ourselves and each other, and never settling for second best has led to double digit growth, and it also means our employees are readily equipped to step up and excel their careers. So if you share our passion, and you’ve had enough dull moments in your work life to last a lifetime, join a team at the heart of the action, ahead of the pack and pushing boundaries at Paddy Power Betfair.


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