Senior 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.
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.
About The Role
The Senior 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.
Tailored career development programs.
Access to end of trip facilities with an onsite table tennis and pool table.
Access to our Employee Assistance Program.
Industry leading Parental Leave support program with 26 weeks paid leave for Primary Carers and no wait time.
We encourage you to apply as soon as possible as we review candidates within 2-3 weeks of advertising.
Our Focus on Diversity, Equity & Inclusion
We're an inclusive employer who welcomes you for who you are, as you are – so, if you require adjustments to the recruitment process, please let us know in your application or contact us if you'd like to discuss this in more detail.
Ready to bring excitement to life?
Apply now
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