Capacity Planning Analyst

• Proactively monitor all relevant contact queues and pools of colleague resource to ensure the agreed SLAs are met across all channels (Chat / Email / Voice / Social)

• Follow the Operational Plan that was created by the Real Time and Planning Teams in collaboration with Operations
• Use the TOM to ensure fluctuations in traffic are dealt with quickly across all channels and labels utilizing cross skilled agents across multiple locations
• Use all tools possible to meet service levels movement of resource prioritization of specific channels (Eg Email) changing of chat concurrency settings
• Directly organizing the agent group to follow the required priorities managing and escalating noncompliance to the plan or any other unwanted behaviors
• Maintain all relevant within shift logs covering but not limited to feedback on the success and application of the operational plan absence tracking feedback on spikes in traffic and observations on areas that could be improved
• Ensure that schedules are followed including start and end shift times break times planned meetings training adhoc meetings/training and other activities
• Preparing colleagues in advance to ensure they are aware of upcoming noncontact taking activity finding solutions to any issues that occur and escalating to the relevant teams
• Working with Capacity Planning team to prepare break schedules constantly providing within shift feedback for optimization
• Plan an active part in all relevant meetings including preparing PPTs chairing meetings distributing minutes (Including Weekly Capacity Planning Meeting and Weekly Ops & Planning Meeting)
• Utilizing any times of lower than planned contact volumes coordinating with other locations to offer support proactively offering holiday or time off in lieu completing compliance tests
• Other task that may be assigned from time to time

Qualifications :

Who you are

• Able to communicate clearly and confidently from agent up to senior level
• Strong communication time management and stakeholder management skills essential.
• Ability to act proactively and to deal with conflict
• Numerate with experience of gathering analyzing and presenting information / data.
• Welldeveloped communication skills. Flexible approach to working hours.
• A high degree of energy drive and enthusiasm demonstrating a clear passion for the customer (Internal and External)
• A team player with the ability to work under own initiative
• Selfmotivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines.
• Maintain good communication throughout the team sharing best practices and local processes with peers across the wider operation.
• Ability to use Office and Excel tools

Additional Information :

At Entain we know that signing top players requires a great starting package and plenty of support to inspire peak performance. Join us and a competitive salary is just the beginning.

Depending on your role and location you can expect to receive benefits like
 

• A permanent work contract for 40 hours
• The possibility to grow and develop in an exciting industry
• Awesome team of very knowledgeable & supportive colleagues
• A modern and dynamic working environment
   

And outside of this youll have the chance to turn recognition from leaders and colleagues into amazing prizes join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process at either application or interview please contact us.

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated.

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated.

At Entain we do whats right. Its one of our core values and thats why were taking the lead when it comes to creating a diverse equitable and inclusive future for our people and the wider global sports betting and gaming sector. However you identify our ambition is to ensure our people across the globe feel valued respected and their individuality celebrated. 

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate ensuring ethical and compliant hiring practices globally.

Remote Work :

No

Employment Type :

Fulltime