23 (Entain)
About The Role

Role Purpose:

To support all aspects of Workforce Management (WFM) including Forecasting, Staffing and Scheduling, Production of Management Information (M.I), and Data & Trend Analysis. To 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.

Key Responsibilities

· 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.

· Analysing 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 utilised

· 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):

o Daily performance reporting, building into weekly and periodic reports.

o Ad-hoc reporting on issues arising from day-to-day work and impact.

o Reporting for both Customer Operations and Conversion Operations.

o 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

Additional Information
About The Company

We’re Entain. Powered by our very own technology and building products that push boundaries, Entain is home to a global family of more than 25 well-known brands and over 24,000 people, but we all play for the same team. When we win, we win together. Our vision is to be the world leader in betting, gaming and interactive entertainment by bringing moments of excitement into people’s lives. We will achieve this through our focus on sustainability and growth, driving change in the fast-paced world of entertainment.

Diversity and inclusion at Entain

As a global employer, Entain is committed to providing a safe, fun, and inclusive culture where our people feel like they truly belong. We are a multicultural business that values, celebrates and respects individual differences, so whatever your sexuality, gender, gender identity, ability, age, race, religion or belief, you will have a voice here, and the space to do your best work. Our diverse internal networks provide the support for you to express your views and make a positive difference.

Wellbeing at Entain

We want our employees to feel healthy and supported at home and at work. That's why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Our Culture As real as it gets

At Entain we're a diverse team, sharing a commitment to quality and success.

Whether you're playing a key role in your local community as part of our retail team, or working out the next big gaming trends in our digital team, you'll enjoy a culture and benefits package that we're extremely proud of.