Resource Planning Specialist
ARRISE
22 hours ago
Full-time
On-site
Malta
Resource Planning Specialist
We'd love to hear from you if you're excited by a fast paced and dynamic environment in iGaming. The Resource Planning Specialist role will play vital part in Customer & Technical Supports growth by driving operational effectiveness through strong resource planning to optimise service level performance.
About us:
ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.
Our global team of over 10,000 talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.
At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.
To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.
Be part of the future of iGaming with 10,000 ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here!
Role & Responsibilities
- Forecast daily, weekly, and monthly chat and email contact volumes based on historical data, promotions, and seasonality
- Create and manage agent schedules to ensure adequate coverage across all shifts (including weekends and holidays)
- To constantly monitor and propose effective shift patterns to match business requirements
- Collaborate with Team Leaders and Operations Managers to align staffing with business needs
- Escalation point for individual schedule challenges, working with managers to ensure they are aware of staffing issues that may affect services, collaborating to resolve them
- Identify and pro-actively manage changes to shift patterns to deliver improved customer service, working with vertical leads to facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact
- Monitor recruitment requirements to recommend advanced shift changes that optimise delivery of resource and skills, identifying when new groups and Team Managers are required
- Track and report on key metrics such as SLA adherence, occupancy, volumes and backlog
- Monitor performance and adjust staffing to meet SLAs (e.g., response times, backlog levels)
- Maintain accurate data in workforce management (WFM) tools
- Support continuous improvement of forecasting and planning processes
Requirements
- 2+ years in workforce planning or real-time analyst experience (chat/email channels preferred)
- Understanding of SLAs such as first response time, resolution time, and backlog management
- Experience designing resource scheduling, workforce planning, or other operational capability modelling
- Strong analytical skills with experience in forecasting and data interpretation
- Experience with workforce management tools (e.g., NICE, Verint, or similar)
- Advanced skills in Excel for modelling and scenario planning
- Knowledge of progress monitoring and reporting
- Advanced skills in implementing & using a Workforce Management tool
- High levels of numeracy, accuracy and attention to detail
- Excellent organizational and communication skills
- Proficient in English