Resource Planning Manager

Customer Support

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Resource Planning Manager 
 
 
We’d love to hear from you if you’re excited by a fast paced and dynamic environment in iGaming. The Resource Planning Manager role will play vital part in Customer & Technical Supports growth by driving operational effectiveness through strong resource management to optimize service level performance. 
 
 
About us: 
 
ARRISE powers Pragmatic Play, a leading supplier of player-favourite content to the iGaming industry. 
 
We are a software development and services company delivering end-to-end digital solutions. Headquartered in Gibraltar with offices around the world, including Malta, Romania, India, Canada and Bulgaria, we are a global team of over 4,000 talented individuals with decades of experience across multiple industries and professions. Together, we form a cross-functional powerhouse that is driven to deliver. 
 
 
This role is with the ARRISE group powering Pragmatic Play. 
 
Role & responsibilities: 
  • Provide capacity plans to accurately prepare forecasts and budgets for workload & resource across all verticals & contact channels, monitoring drivers against business change & developing models to improve accuracy;
  • To constantly monitor and propose effective shift patterns to match business requirements;
  • In consultation with vertical leads, prepare & communicate schedules well in advance that meet business requirements, maximizing agent satisfaction by providing flexible options where available;
  • Escalation point for individual schedule challenges, working with managers to ensure they are aware of staffing issues that may affect services, collaborating to resolve them;
  • Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts;
  • Identify and pro-actively manage changes to shift patterns to deliver improved customer service, working with vertical leads to facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact;
  • Govern & control channel changes, making appropriate resource & channel setting plans for expected changes in workloads, reporting on expected and experienced results, providing clear details of benefits gained;
  • With VP of Customer & Tech Support, monitor recruitment requirements to make advanced plans for required shift changes that optimise delivery of resource and skills, identifying when new groups and Team Managers are required;
  • Deliver effective & accurate reports detailing schedule accuracy & adherence,  with commentary relating to workforce & shift performance, identifying the proposed & actual shift efficiency factors;
  • Provide recommendations and drive potential implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and/or other in-house systems/Excel.
 
Requirements: 
 
  • 5+ years working with Workforce Management Tools & Teams in an Customer Operations environment;
  • Experience designing resource scheduling, workforce planning, or other operational capability modelling;
  • An in-depth understanding of manual forecasting methods and formulas;
  • Expert skills in Excel for modelling and scenario planning;
  • Demonstrated experience of maintaining high levels of contact center forecasting across all contact channel types (Email, Chat);
  • Knowledge of progress monitoring and reporting;
  • High analytical and statistical skills, including Excel & SQL;
  • Expert skills in implementing & using a Workforce Management tool;
  • High levels of numeracy, accuracy and attention to detail;
  • Excellent organizational and communication skills;
  • Proficient in English.

 

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