Workforce Planning Executive

Workforce Planning Executive | Gibraltar | On-site

BVGroup brings over 80 years of expertise to every bet, delivering technology-driven betting and gaming experiences to a global audience.
 
BetVictor is our flagship B2C brand, complemented by multiple partner brands we manage and service such as Heart Bingo, talkSPORT BET to name a few. Our SaaS platform is fully developed and ready to deploy, requiring minimal setup and no complex configuration.
 
Join us at BVGroup and make an impact in a fast-paced, global industry. Collaborate with passionate experts, tackle exciting challenges, and help define the next generation of online sports betting and gaming.

Purpose of the role:

We are looking for a proactive and detail-oriented Workforce Planning Executive to support the day-to-day execution of workforce planning activities across our global customer support teams. This role is key to ensuring smooth operations, optimal staffing, and consistent service delivery in a dynamic and fast-paced environment.

The successful candidate will assist in forecasting, scheduling, real-time monitoring, and reporting, helping to maintain high levels of efficiency and customer satisfaction across multiple contact channels and time zones.

Key Responsibilities:

Forecasting & Capacity Support

• Assist in preparing short- and medium-term forecasts for customer interactions and workload.
• Support the translation of forecasts into staffing requirements and shift plans.
• Monitor trends and flag anomalies or potential service risks.

Scheduling & Roster Execution

• Build and maintain agent schedules based on forecasted demand and business priorities.
• Manage shift swaps, breaks, and intraday adjustments to ensure coverage.
• Liaise with Team Managers to ensure schedules are understood and followed.

Real-Time Monitoring & Adherence

• Track agent adherence and intraday performance using WFM tools.
• Respond to live changes in demand by adjusting staffing or escalating issues.
• Support incident response and service recovery efforts.

Holiday & Absence Coordination

• Process annual leave requests and update schedules accordingly.
• Monitor agent availability and ensure adequate coverage during peak periods.
• Maintain fairness and transparency in leave allocation.

Reporting & Insights

• Generate daily and weekly reports on staffing, adherence, and service levels.
• Highlight areas for improvement and support root cause analysis after service issues.
• Maintain accurate records and dashboards for internal stakeholders.

Systems & Tools

• Use WFM platforms to manage schedules and data.
• Ensure data integrity and suggest improvements to tool usage or processes.
• Stay up to date with system updates and best practices.

Collaboration & Communication

• Act as a point of contact for WFM-related queries from operations teams.
• Communicate scheduling updates and performance insights clearly and promptly.
• Support wider business initiatives from a workforce planning perspective.

Skills & Experience Required:

• Strong organisational and analytical skills, with attention to detail.
• Experience using WFM tools and Excel for scheduling and reporting.
• Ability to work collaboratively across teams and manage competing priorities.
• Previous experience in a contact centre or customer service environment is preferred.

Preferred Qualifications:

• Familiarity with workforce planning principles and tools.
• Understanding of customer service KPIs and operational metrics.
• Experience working in a 24/7 support environment, ideally within online gambling.

How we hire:
  
Our interviews are a two-way process, and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational, and we want to get the best from you, so come at us with questions and be curious.
  
In the event that we receive sufficient applications for the role this vacancy may be subject to early closure. Therefore, if you are interested, please submit your application as early as possible.

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