Workforce Planning Scheduler

Job Description

As our Workforce Planning area expands, we are looking for highly motivated individuals with scheduling experience to join our team. Excellent communication and confident decision making is key to helping the WFP team meet the needs of an ever changing contact centre.

Scheduling for both front and back-office teams and reporting into our Lead Schedulers, you will need to be resilient and adaptable to the dynamic environment. You will be expected to keep your knowledge up to date for the areas managed, to ensure the WFP information is correct and schedules efficient and optimised. You will be well versed in using WFM software (Nice IEX is preferred), and able to manage your own workload to meet weekly deadlines. Collaboration with team members is key to ensuring the best resource optimisation is planned in, and you will be expected to maintain accurate records and documentation relating to your area. You will be a point of contact for your area, and expected to provide excellent standards of customer service to those you support and schedule for.

Preferred Skills, Qualifications and Experience:

• 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 optimisation
• Strong decision-making skills
• Confident communication to justify decisions made and contribute to key discussions
• Able to manage own time and meet deadlines
• Highly organised
• Gaming Industry knowledge is desirable but not essential

Main Responsibilities:

• Creating robust schedules using agreed assumptions and operational information
• Collaborating with Lead Schedulers and Contact Centre Management to coordinate all on and off contact activities to ensure service levels are maintained
• Implement and maintain workforce management software and tools to facilitate accurate scheduling and reporting
• Review and optimise schedules across teams
• Suggest and Implement solutions to enhance resource productivity and identify opportunities for improvement · Keeps knowledge up to date on key events and changes that affect areas under your responsibility · Maintenance of accurate records and documentation · Collaborate and contribute to key meetings relating to your area · Contributes to the ongoing development and shaping of the Workforce Planning teams globally

Additional Information

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At bet365, we're committed to creating an environment where everyone feels welcome, respected and valued. Where all individuals can grow and develop, regardless of their background. We're Never Ordinary, and we're always striving to be better. If you need any adjustments or accommodations to the recruitment process, at either application or interview, please don’t hesitate to reach out.