Forecasting and Capacity Analyst

1 week ago

Pasay, National Capital Region, Philippines Entain Full time $104,000 - $130,878 per year

Company Description

Entain is a business with big ambitions. Our vision is to be the world-leader in sports betting and gaming interactive entertainment. Our purpose is to bring moments of excitement into people's lives. We also have a clear strategy across two broad pillars: sustainability and growth.

Job Description

  • Use combinations of historical information, available technology, industry knowledge, and experience to work with your team to build accurate long and short-term forecasts in a multi-location omni channel environment.
  • Ensure proper capacity planning is done across appropriate channels and skills, with all proper training classes planned, and overall operations balanced.
  • Partner with Scheduling team to ensure they are aware of any long-term/short-term changes that might impact arrival patterns that would require schedule adjustments to balance the operations.
  • Communicate with key stakeholders both in and outside of the department on relevant data surrounding Forecasting & Capacity Planning, sharing additional insights where needed, to help build a collaborative environment.
  • Identify and recommend opportunities for process improvement and risk control development
  • Make decisions and resolve issues to meet business objectives and work through additional project work as needed to assist with the overall WFM team goals.
  • Provide guidance through mentoring, training and development where needed.
  • Collaborate and consult with peers, colleagues and managers to resolve issues and achieve goals
  • Exercise independent judgment while developing the knowledge to understand function, policies, procedures, and compliance requirements
  • Act as a Workforce Subject Matter Expert for WFM tools and tools that could impact the day-to-day activities of WFM in collaboration with teams on any type of technology implementation or changes.

Qualifications

  • +1 year WFM experience required in some capacity
  • Ability to follow policies, procedures, and regulations
  • Ability to work effectively, as well as independently, in a team environment
  • Ability to meet or exceed business goals and objectives, while fostering a team atmosphere
  • Ability to exercise independent judgment to identify and resolve problems
  • Ability to execute in a fast paced, high demand, environment while balancing multiple priorities
  • Ability to work effectively in structured but flexible, adaptable, and changing, contact center environment
  • Ability to present information, findings, and training to groups of various size including senior management teams
  • Knowledge and understanding of workforce management software packages including NICE (preferred) / Verint WFM, etc
  • Exceptional analytical skills.
  • Proficient in using Microsoft Office software products.
  • Knowledge on BI tools such as SQL, Python, Snowflake, Teradata is an advantage

Additional Information

At Entain, we do what's right. It's one of our core values and that's why we're 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.

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