About The Role
As a Capacity Planning Analyst you will be responsible for supporting all aspects of Workforce Management (WFM) including Forecasting, Staffing and Scheduling, Production of Management Information (M.I), and Data & Trend Analysis.
Reporting to the Capacity Planning Manager you will be part of the Capacity Planning Analysis team, who will support the delivery of Service Levels & KPI's across multiple sites, brands, business lines & channels, to continually develop and improve processes and reporting, and increase efficiencies.
What you will do
Be a subject matter expert in producing a detailed short to long term forecasts with continual improvements driven through analysis.
Develop short term forecast for FTE requirement per line of businesses and Identify most suitable roster and shift pattern which meet operational requirements through the optimization of available resources.
Manage and schedule overtime, planned leaves, one-on-one, team meetings, training etc.
Analyzing and investigating if change in schedule is valid or invalid.
Administration of shift changes and providing all relevant reports.
Escalating issues that we might encounter in the system to PH admin.
Working with the Operations Management Teams and Senior Advisors to ensure that Operational Plans are delivered, and Real Time Q Management and resource movements are utilized.
Production of detailed Weekly Staffing Packs to provide a consolidated view of demand and resource across brands/sites/channels.
Prepares and maintains Operations reporting, including individual, team, department and other statistics.
Conducting weekly Ops meeting to discuss the weekly projected staffing analysis.
Providing Customer Operations with day to day reports to support ongoing operations and decision making aimed at meeting set objectives as required. This includes (but not limited to):
Daily performance reporting, building into weekly and periodic reports.
Ad-hoc reporting on issues arising from day-to-day work and impact.
Reporting for both Customer Operations and Conversion Operations.
Reporting on operational abnormalities.
Providing Customer Operations with reports enabling agent and team management and operations functions.
Proactive engagement in the plan execute steer cycle for the Customer Operations department in order to ensure optimized process and target delivery.
Put in place reporting to support reward and recognition programs keeping retention levels high and absentee levels to a minimum.
Work with the Project Development Manager and Head of Customer Operations to drive improvement across the department.
Work closely with the corporate BI team to ensure reporting tools and systems are maintained and developed to facilitate the reporting needs of the Customer Operations.
Distribution of Operational Updates at regular daily intervals to communicate ongoing performance against KPIs, multi-site operational commentary, and predicted end of day performance.
Administration of annual leave, absences and shift changes.
Production and development of an Operational Reporting suite to present back historical performance against KPI's and Service Levels, and drive future improvements.
Preparation of detailed daily and weekly Operational Plans for service delivery and load balancing across multiple sites and brands
Other duties as assigned.
Who you are
Strong knowledge and use of Microsoft Office: Word, Excel, PowerPoint
Experience In WFM Nice, IEX Is an advantage
Fluent in English with good written, verbal, and presentational communication skills with effective listening and questioning skills
Strong knowledge and use of Microsoft Office: Word, Excel, PowerPoint
High-energy individual with a passion for service
Strong planning skills including ability to track and manage change
Goal-oriented with the ability to adjust priorities and manage time wisely in a fast-pacing environment
Strong decision-making and problem-solving skills and can work with minimum supervision
What we offer
At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in [insert location of role], you can expect to receive great benefits like:
Pension Scheme and annual ShareSave.
Discounts with hundreds of retailers through Entain Deals.
Healthcare and wellbeing support.
Development opportunities.
And outside of this, you'll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.
Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.
Sports betting, gaming and interactive entertainment is changing, and we're leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it's your game. So let's win together.
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About The Company
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