Workforce Planning Executive
BV Group is looking for a proactive and detail-oriented Workforce Planning Executive to support the day-to-day execution of workforce planning activities across global customer support teams. This role is key to ensuring smooth operations, optimal staffing, and consistent service delivery in a dynamic and fast-paced environment.
The successful candidate will assist in forecasting, scheduling, real-time monitoring, and reporting. This position helps to maintain high levels of efficiency and customer satisfaction across multiple contact channels and time zones.
- Assist in preparing short- and medium-term forecasts for customer interactions and workload.
- Support the translation of forecasts into staffing requirements and shift plans.
- Monitor trends and flag anomalies or potential service risks.
- Build and maintain agent schedules based on forecasted demand and business priorities.
- Manage shift swaps, breaks, and intraday adjustments to ensure coverage.
- Liaise with Team Managers to ensure schedules are understood and followed.
- Track agent adherence and intraday performance using WFM tools.
- Respond to live changes in demand by adjusting staffing or escalating issues.
- Support incident response and service recovery efforts.
- Process annual leave requests and update schedules accordingly.
- Monitor agent availability and ensure adequate coverage during peak periods.
- Maintain fairness and transparency in leave allocation.
- Generate daily and weekly reports on staffing, adherence, and service levels.
- Highlight areas for improvement and support root cause analysis after service issues.
- Maintain accurate records and dashboards for internal stakeholders.
- Use WFM platforms to manage schedules and data.
- Ensure data integrity and suggest improvements to tool usage or processes.
- Stay up to date with system updates and best practices.
- Act as a point of contact for WFM-related queries from operations teams.
- Communicate scheduling updates and performance insights clearly and promptly.
- Support wider business initiatives from a workforce planning perspective.
- Strong organisational and analytical skills, with attention to detail. (required)
- Experience using WFM tools and Excel for scheduling and reporting. (required)
- Ability to work collaboratively across teams and manage competing priorities. (required)
- Previous experience in a contact centre or customer service environment. (preferred)
- Familiarity with workforce planning principles and tools. (preferred)
- Understanding of customer service KPIs and operational metrics. (preferred)
- Experience working in a 24/7 support environment, ideally within online gambling. (preferred)
BV Group (BetVictor) is an online gambling operator and B2B technology provider with roots dating back to 1946. Known for its pioneering approach, it was one of the first gambling companies to move its operations to Gibraltar and to build its product in-house. The company has run high-profile marketing campaigns and sponsors prestigious events across snooker, darts and horseracing. BV Group's operational headquarters are at the World Trade Center Gibraltar, where it employs around 700 people, making it one of the territory's largest employers.