Job Description
We’re looking for a Workforce Planning Manager to join us at Videoslots!
The Workforce Planning Manager will lead a team of five Real Time Analysts and ensure operational efficiency is at the highest level by creating robust resourcing plans to enable each operational function to deliver against SLA’s at all times.
The role will work closely with Internal Key Stakeholders to understand workforce requirements in terms of headcount, budget, and skills needed now and in the future, and be responsible for the development of the centre’s operational workforce strategy.
What we’re looking for:
- Experience as a manager in a similar environment
- Action-orientated and innovative with the ability to translate broad goals into achievable steps
- Very results and data driven with excellent problem solving / planning and organisational skills
- A highly numerate and analytical / detailed approach with the ability to work within deadlines / under pressure
- Excellent verbal and written English communication skills
- Advanced skills in Excel and PowerPoint
- Clear thinking and problem-solving skills with the ability to be self-motivated
Your responsibilities will include:
- Implementing reporting, scheduling and forecasting processes so as to ensure the Operations Workforce is being managed and utilised as efficiently as possible
- Analysing short / long term contact / volume forecasts and identify capacity planning and resource requirement spikes and trends based on these forecasts and provide appropriate, practical and effective recommendations to Operations Management
- Managing the day-to-day activities of the Operations Workforce Planning team which is responsible for the following tasks:
- Monitoring multiple channels and intraday volumes and performing intraday forecasts to manage capacity
- Evaluating large amounts of data and communicating results to Operations Management
- Tracking key performance indicators and producing ad-hoc, daily, bi-weekly and monthly internal KPI reports
- Analysing, determining and quantifying reasons for forecast variance and recommending changes to enhance forecast accuracy and service effectiveness
- Providing root-cause / impact analysis reports
- Handling daily exception requests, updating schedules and responding to escalated issues and ad-hoc requests
- Performing ongoing process improvement analysis
Employee benefits:
- Private health insurance
- Free breakfast and lunch
- Wellness allowance
- Birthday leave
- Company and team-building events
- Relocation package to Malta including flight and 2 weeks of accommodation
And much more!
Apply today and be part of our success story!
