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.

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