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Workforce Planner (Malta)
bet365 in Malta is currently looking to recruit a Workforce Planner to join their team on a full-time basis.
Overview:
As a Workforce Planner, you will be responsible for the creation of schedules, including shifts and activities, and making sure available supply meets forecasted demand.
Due to the expansion of our Workforce Planning (WFP) department, we are looking for highly motivated individuals with scheduling experience to join our team.
You will be key to helping the WFP department meet the demands of an ever changing contact centre.
Scheduling for both front and back-office teams and reporting into our scheduling leads, you will need to be resilient and adaptable to the dynamic environment. You will be expected to ensure the WFP information is accurate and schedules are efficient and optimised.
Collaboration with team members is key to ensuring the best resource optimisation is planned in. You will be expected to maintain accurate records and documentation relating to your specific area. You will be a point of contact for your area and should provide an excellent level of service to key stakeholders that you support and schedule for.
Full training will be provided.
Preferred Skills, Qualifications and Experience
- Experience in contact centre planning methods
- Experience of using WFM tools and systems, Nice IEX is preferred
- Ability to create and maintain accurate schedules
- Skilled in schedule optimisation
- Strong decision making skills
- Confident in communicating to justify decisions made and contribute to key discussions
- Ability to manage own workload and meet deadlines
- Excellent organisational skills
- Gaming industry knowledge is desirable but not essential.
Main Responsibilities:
- Creating robust schedules using agreed assumptions and operational information
- Working with scheduling leads and all contact centre management to coordinate all on and off contact activities to ensure service levels are maintained
- Implementing and maintaining workforce management software and tools to facilitate accurate scheduling and reporting
- Reviewing and optimising schedules across multiple teams
- Suggesting and implementing solutions to enhance resource productivity and identify opportunities for improvement
- Keeping knowledge up to date on key events and changes that effect areas under your responsibility
- Maintaining accurate records and documentation
- Collaborating and contributing to key meetings relating to your area
- Contributing to the ongoing development and shaping of the WFP teams globally.
By applying to us you are agreeing to share your Personal Data in accordance with our Recruitment Privacy Policy which can be found at: bet365careers.com/careers/documents/privacypolicy.pdf
bet365:
bet365, one of the world's leading online gambling companies, is a driving force in the development of enterprise and Internet technology. Established by Denise Coates CBE in 2000, we have rapidly grown into a global operation employing over 7,000 people and delivering an unrivalled online experience to more than 90 million customers in 22 languages. Initially, we began by offering online Sports betting but with forward-thinking leadership, we chose to focus our attention on In-Play betting. The gamble paid off and enabled us to forge our market-leading position. In-Play has been fundamental to our success and remains the cornerstone of a business which, in 2017/18, saw £52.6 billion taken in Sports wagers with up to 2 million markets on-site at any one time. Our game-changing In-Play betting product and comprehensive sports live-streaming service covering 750,000 events a year are complemented by our offerings in Casino, Poker, Games, and Bingo. Innovation continues to be our lifeblood and we pride ourselves on the standards of customer service we deliver. Driven by a shared vision to be the best in our industry, a technology team of over 1,300 people works in-house to provide the technological advances that enable us to maintain our leadership position. Giving our teams the freedom to innovate is essential to our success. Our award-winning business has worked hard to cultivate a culture of creativity where good ideas and a techno-entrepreneurial attitude are encouraged and rewarded. Today we continue to push technological boundaries and break new ground in software innovation.
