Junior Workforce Analyst

**Are you passionate about customer experience? So are we We’re on a mission to always have our customers at the heart of our business. By working as one to be customer-centric, we’ll find the opportunity to stand apart from our competition and deliver the best possible experiences for our customers and our people.**

**About us**

We’re Entain. Our vision is to be the world leader in sports betting and gaming entertainment by creating the most exciting and trusted experiences for our customers, revolutionising the gambling space as we go. We’re experts in safer gambling and the company that is at the forefront of responsibility.

**The perks of working at Entain**:

- Work with well-known brands such as Ladbrokes & Neds
- Competitive salary + Rewards & Recognition Programs
- Flexible working from home options
- 6 weeks of Annual Leave
- Regular giveaways of sporting tickets, raffles and much more
- Energized culture with team and social events
- Access to a range of wellness programs
- Did you hear we have free unlimited coffee? Our Barista is onsite during business hours
- Fully stocked fridge and pantry onsite for your brekky and lunch
- Learning and development programs - access to Udemy & LinkedIn Learning

**About the Role**

As the Junior Workforce Analyst, you will work closely with the Workforce Planning Manager, Head of Contact Centers & Contact Centre Managers to ensure the Client Services departments' resourcing is effectively planned in line with forecasted service level requirements, and provide regular updates on contact centre workforce performance.

**Key Responsibility/Duties**
- Coordinate the rostering of Client Services employees to ensure an optimal level of resourcing.
- Checking sporting Calendars and re-optimizing staffing
- Calling out staffing deficits
- Assessment of OT requirements and raising these where required.
- Analysis of resourcing to ensure we are meeting forecast demand: Daily, weekly monthly, quarterly, and yearly.
- Maintenance of Capacity Planning
- The week prior performance - Actuals vs Targets, callouts, and analysis of results
- Monitor workforce management systems and enhance reporting capabilities to deliver analysis on occupancy levels and service levels.
- Analysis of Occupancy (Occupancy Reporting)
- Contact drivers.
- Why there may be idle time.
- Recommendations/solutions for idle time
- Trend analysis and raising this for TM’s RCA
- Continuous improvement of display and accuracy of data for Report
- Analysis of Service levels
- Trends such as (interval, day trends, weekly trends, and seasonality)
- Communicating with stakeholders / clear solutions for staff outside of hours on how to provide adequate information on contact drivers for operational/reporting purposes.
- Raising outcomes of analysis with stakeholders and being goals focused
- Providing recommendations on how to improve Service Levels
- Provide accurate analysis and forecasting for client services (daily, weekly, monthly, and annually).
- Forecasting techniques to be trained by Workforce Planning Manager
- Analysis of Forecast as above
- Analyze operator statistics and compile accurate reports, including support volume reporting, CS-related tech issue reporting, CRM & Promotion issue reporting, trading error reporting, and staffing levels.
- Contribute to the development of policies, procedures, and training materials.
- Identify shortfalls within the business (not limited to WFM) and provide recommendations to relevant stakeholders
- Update / Create process as required.
- Facilitate training for stakeholders
- Working collaboratively with key stakeholders to understand the needs of the business and the impact to rostering/scheduling. Inclusive of FTE requirements, new process implementation, onboarding requirements, and new projects.
- Manage absenteeism, leave requests, overtime scheduling, and unavailability.
- Analysis of Absenteeism, leave, OT and unavailability required.
- Accountability for the intra-day management of occupancy, service levels, and abandonment rate.
- Assist in maintaining long-term forecasting planning to ensure correct recruitment plans are in place to meet business requirements.
- Intraday queue optimization based on forecasted data.
- Real-time queue management to ensure we are meeting service levels across all contact methods.
- Accountability for the intra-day management of occupancy.
- Intraday sick/absent leave management.
- Updating and maintaining accurate schedule data.
- Compile accurate reports on day-to-day monitoring.
- Day-to-day administration to support the workforce management team and client services.

**Essential**:

- Knowledge of the wagering industry and Entain’s systems and processes.
- Strong attention to detail and the ability to be analytical.
- Strong communication skills.
- Ability to meet deadlines and effectively time manage.
- Ability to manage and deal with sensitive information.
- Capacity to build rapport with customer