Intraday Coordinator
The Workforce Planning department plays a crucial role in ensuring optimal service delivery through effective scheduling and real-time management of workforce operations. The role involves continuous communication with various teams to address operational issues, maintain schedule adherence, and ensure compliance with company policies.
This role contributes to reporting, workforce planning support, and ensuring smooth project execution. It is essential in balancing customer needs with business requirements, ensuring optimal productivity and service standards. The position requires flexibility in 10-hour work days.
- Monitoring real-time contact queues, agent availability, and workload to ensure performance goals are met.
- Adjusting schedules based on fluctuations in contact volumes and agent availability.
- Managing agent adherence to schedules, taking appropriate action for deviations.
- Collaborating with relevant teams to address and resolve operational issues as they arise.
- Generating and sharing daily/weekly reports, highlighting trends and performance challenges.
- Providing feedback and recommendations for improving workforce scheduling and performance.
- Ensuring compliance with company policies, security protocols, and relevant regulatory requirements.
- Supporting workforce planning by validating forecast accuracy and suggesting improvements.
- Managing key projects and tasks, ensuring deadlines are met and stakeholders are kept informed.
- Strong communication skills, both written and verbal, with a focus on collaboration (required).
- Previous experience in workforce management or operational coordination (required).
- Strong understanding of scheduling software (WFM NICE) and real-time monitoring tools (required).
- Excellent problem-solving skills and ability to react quickly to changes (required).
- Ability to manage and prioritise multiple tasks in a fast-paced environment (required).
- Experience in contact centre operations or similar customer-facing roles (required).
- Knowledge of performance metrics and KPIs within an operational setting (required).
- Proficiency in generating, analysing, and presenting reports (required).
bet365 is one of the world's leading online gambling companies, founded in 2000 by Denise Coates CBE. The company employs over 9,000 people and serves more than 100 million customers in 27 languages, with a market-leading position built on its In-Play betting product. It offers betting across 96 sports and hundreds of thousands of streaming events, handling millions of requests and bets at peak times. Headquartered in Stoke-on-Trent, England, bet365 is known for its software innovation and continues to develop its online betting and gaming platform.