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Workforce Planning Lead

3 weeks ago

Melbourne, Australia Sportsbet Full time

**Workforce Planning Lead**

If you are passionate about Customer Operations and Workforce Management then we have the perfect opportunity for you This role will allow you to showcase your WFM and analytical skills, while providing exceptional value to multiple teams and channels across Sportsbet.
- Be part of one of the most innovative companies in Australia
- A place to be yourself and thrive
- Recognised as a Top 10 place to work for women (by Work180) & Top 25 companies for career development (by LinkedIn)

**About Us**
Sportsbet is a leading Australian e-commerce business in the online wagering sector, bringing excitement to over 2 million Aussies. We do this by living our values to create an innovative entertainment brand, trailblazing products and best-in-class platforms that deliver great experiences to our customers.

We have over 1,300 team members at Sportsbet but as part of the Flutter Group, we’re a true global player.

**Committed To Responsible Gambling**

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools.

We’re proud to be the leaders in responsible gambling in our industry, not just locally, but globally.

**About The Role**

The Workforce Planning Lead will have a key role in supporting our Workforce Planning function within Sportsbet’s Customer Operations division. Reporting to the Head of Workforce Management, this role will be charged with establishing an efficient and effective Rostering Model for multiple teams and channels across Sportsbet. The role will also implement and execute effective insights and reporting around all customer frontline teams

**Responsibilities Include**:

- Using historical Data and trends build all Demand, efficiency and Shrinkage forecasts for a range of frontline channels
- Schedule build and Roster Management for frontline teams
- Accurate Forecasting and schedule planning leading to meeting Service performance targets for multiple planning channels
- Analyse performance data for a range of different periods to understand trends and patterns
- Work with key stakeholders providing insights on performance and improvement opportunities.
- Reporting on productivity measures around Occupancy, adherence, efficiency and cost optimisation
- Ability to build integrations between WFM system and other core platforms

**Required Experience**:
***
- 5+ years of experience working in workforce-related disciplines in a contact centre environment
- Direct experience with workforce management systems and forecasting/resourcing methodology
- Ability to build technical integrations between operating systems
- Strong attention to detail, including analytical capability and capacity to monitor and respond to consistently changing data and performance challenges

**The Perks**

We work hard and play hard, so along with a competitive salary and generous performance-based bonus, here’s some of our other perks:

- 25 days annual leave (that’s right, a whole extra week)
- Genuine flexible working policy with a $800 work from home office allowance
- Weekly concierge service including free massages, manicure/nail appointments - all onsite
- Daily fresh fruit, free breakfast, sparkling water and Kombucha on tap in the office (did we mention we have a bar fridge for Thursday night drinks?)
- Tailored career development programs
- Access to end of trip facilities with an onsite table tennis and pool table
- Access to our Employee Assistance Program and a Circle In membership
- Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time. We also have a progressive return to work benefit for your first 6 months back: come back for 3 days, get paid for 4; come back for 4 days, get paid for 5.

**Our Focus on Diversity, Equity & Inclusion**

If you think you’d be a great fit but don’t necessarily meet everything in the job description, please still get in touch.

Read more about our contribution to Flutter’s global Positive Impact Plan.

**Need To Work Flexibly?**

We know flex means different things to different people, let us know how we can support you to be your best.