Back Office Planning Manager - International

Company Description

We’re Entain.  Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experience for our customers, revolutionising the gambling space as we go. We are home to a global family of more than 25 well-known brands, and with a focus on sustainability and growth, we will transform our sector for our players, for ourselves and for the good of entertainment.

Job Description

The role is for a Resource Planning expert who will be responsible for implementing or evolving Planning disciplines across various departments in multiple international locations within our Customer Care estate covering Back Office, Voice, Chat & Email. The postholder will manage the existing Planning function in the implementation of best practices initiatives or develop capability in areas of our business where it doesn’t exist today.

The role requires a balance of strategic oversight and hands-on execution, leveraging data-driven insights to support decision-making and drive continuous improvement in WFM processes across both in-house and outsourced operations.

The role will share insights and trends within the team and across the wider business.  The purpose is to champion and deliver improvements, with a continued focus on ensuring that our customers are provided an excellent level of service. Utilising not only WFM but also translation technology and contact routing to achieve SLA’s and customer expectations.

This position requires a high level of emotional intelligence, the ability to communicate with all levels of seniority, and across multiple global locations, both internally and externally. They should be able to encourage open communication and collaboration across the business.  They will build strong relationships and develop cross functional working groups.

Key Responsibilities

Workforce Management & Operational Efficiency

• Lead forecasting processes to ensure the right staffing levels are in place across multiple sites, including in-house and outsourced operations.
• Optimize workforce strategies to balance service levels, costs, and employee engagement.
• Use data analytics to drive continuous improvement in operational efficiency and service performance.
• Ensure the adoption of WFM best practices, tools, and technology to enhance workforce planning capabilities.

Outsourcer & Stakeholder Management

• Act as the primary point of contact for the outsourcing partner for anything relating to WFM, ensuring strong collaboration and alignment with business goals.
• Support the monitoring outsourcer performance against SLAs, KPIs, and contractual commitments, identifying areas for improvement.
• Facilitate regular business reviews, reporting on performance, trends, and opportunities for improvement.
• Collaborate with internal teams (e.g., Operations, HR, Finance) to ensure alignment in workforce strategies and business objectives.

Strategic Planning & Continuous Improvement

• Act as main POC for the operational relationship with the WFM vendor
• Develop long-term workforce planning strategies to support business growth and seasonal demand fluctuations.
• Lead initiatives to enhance agent productivity, schedule adherence, and overall contact centre performance.
• Provide insights and recommendations to senior leadership on operational trends, risks, and improvement opportunities.

Compliance & Risk Management

• Ensure compliance with regulatory requirements, company policies, and industry best practices.
• Identify and mitigate risks related to workforce planning, performance management, and outsourcing relationships.
• Maintain data security and confidentiality in workforce management processes.

Qualifications

• Proven experience in a senior Workforce Management role within a contact centre environment (within a high-volume customer service industry would be an advantage).
• Demonstrable experience of costing analysis i.e. TCO etc.
• Strong knowledge of WFM principles, including forecasting, scheduling, real-time management, and performance analytics.
• Experience managing outsourcing partners in an operational setting, with a track record of driving performance improvements.
• Proficiency in WFM tools (NICE WFM/IEX preferred) and contact centre technology.
• Strong analytical and data-driven decision-making skills.
• Excellent stakeholder management and negotiation skills to influence outsourcers and internal teams.
• Ability to work in a fast-paced, high-pressure environment with changing priorities.
• Strong leadership and people management skills, with experience leading WFM teams.

Additional Information

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.

As well as a competitive salary and regular bonus, you can expect to receive benefits like

• Employer matched Pension Scheme up to 6%
• 25 days leave + Bank holidays
• Healthcare support
• Income Protection
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

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.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.