Workforce Planning Scheduler

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

Due to the expansion of our Workforce Planning team, we are looking for highly motivated individuals with scheduling experience to join our team.

The scheduler will play a vital role in optimising our workforce management processes, ensuring that we have the right resources in place to respond to customer needs efficiently. As we continue to adapt to the dynamic nature of our operations, having a dedicated individual in this role will greatly enhance our ability to maintain service quality and operational effectiveness.

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.

Collaboration with team members is key to ensuring the best resource optimisation is planned in, you will be expected to maintain accurate records and documentation relating to your specific area.

Training will be provided for the successful candidates.

Preferred Skills, Qualifications and Experience

• Experience in contact centre 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.
• High personal motivation with strong decision-making skills.
• Confident communication to justify decisions made and contribute to key discussions.
• Able to manage own workload and meet deadlines.
• Excellent organisational skills.
• Able to think out of the box to find new solutions.
• Gambling industry knowledge is desirable but not essential.

Main Responsibilities

• Creating robust schedules using agreed assumptions and operational information.
• Working with lead schedulers and contact centre 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 optimising schedules across multipole 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.
• Collaborating and contributing to key meetings relating to your area.
• Contributing to the ongoing development and shaping of the Workforce Planning teams globally.

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