Workforce Planning Scheduler

Company Description

At bet365, we're one of the world's leading online gambling companies, revolutionising the industry since 2000. Founded by Denise Coates CBE, we now employ over 9,000 people and serve over 100 million customers in 27 languages. Our focus on In-Play betting has solidified our market-leading position, offering an unmatched experience across 96 sports and 700,000 streaming events. With over 750 concurrent sporting fixtures at peak and more live sports streamed than anyone else in Europe, we handle over 6 billion HTTP requests daily and process more than 2 million bets per hour at peak.

We empower our employees to push boundaries and explore new ideas, cultivating a culture that celebrates and rewards creativity. This offers employees a wealth of opportunities for growth, giving them the opportunity to make a real impact in the world of online gambling. As a forward-thinking company, we’re breaking new ground in software innovation too, redefining what’s possible for our customers worldwide.

Job Description

As a Scheduler you will be responsible for the creation of schedules, including shifts and activities, and making sure available supply meets forecasted demand.

By joining the growing Workforce Planning Team you will play a vital role in optimizing our workforce management processes to ensure resources are allocated to efficiently respond to customer needs, maintain service quality, and meet operational effectiveness.

You will report into the Lead Schedulers and will schedule for the front and back office teams. Your strong collaboration, communication, and detail oriented approach will ensure the resources are optimized effectively.

The salary range for this role is $56,000 to $63,000 annually.

Qualifications

• Proven experience in contact center planning methods.
• Experience of using WFM tools and systems, Nice IEX is preferred.
• Strong capabilities in creating and maintaining accurate schedules.
• Skilled in schedule optimization.
• Strong decision-making skills.
• Confident communication to justify decisions made and contribute to key discussions.
• Able to manage own workload and meet deadlines.
• Excellent organizational skills.
• Able to think out of the box to find new solutions.
• Gaming Industry knowledge is desirable but not essential.

Additional Information

• Creating robust schedules using agreed assumptions and operational information.
• Working with Lead Schedulers and Contact Center Management to coordinate all on and off contact activities to ensure service levels are maintained.
• Implementing and maintaining workforce management software and tools to facilitate accurate scheduling and reporting.
• Reviewing and optimizing schedules across multiple teams with different demands.
• Suggesting and implementing solutions to enhance resource productivity and identify opportunities for improvement.
• Keeping knowledge up to date on key events and changes that affect areas under your responsibility.
• Maintaining records and documentation with strong attention to detail.
• Collaborating and contributing to key meetings relating to your area
• Contributing to the ongoing development and shaping of the Workforce Planning teams globally

bet365 provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.