Vacancy Type:
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.
  • 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

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

At Entain we do what’s right. It’s one of our core values. Which is why we’re taking the lead when it comes to creating a diverse, equal and inclusive future - for our people, our industry and our society. We’ve created a culture where everyone can feel psychologically safe, included and heard. Where being accepted for who you are is a given. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.