Tactical Planning Analyst
Immense Group is looking for a Tactical Planning Analyst to join their team. Reporting to the Chief Operating Officer, the Tactical Planning Analyst will play an important role in ensuring operational efficiency across Customer Services, Payments & Risk, and Responsible Gaming teams.
This role is responsible for monitoring workflows, sending reports, and driving service level agreements. Creating and maintaining of forecasts, short and long term across. Ensuring correct forecasting methodologies are in place. Ensuring the data is upheld in the WFM system to enable accurate forecasting. Analysing regularly KPI's and making recommendations to improve efficiency. Tracking variance to ensure stakeholders understand "actual vs expected" performance. Presenting forecasts and recommendations appropriately and regularly to stakeholders.
Analyse large datasets and effectively communicate insights to Operations Management. Prepare root-cause/impact analysis reports for outages or unplanned events. Collaborate with Operations Management to enhance service delivery processes. Track changes across various communication channels and adjust accordingly. Optimize staffing levels and work schedules based on changing business requirements. Support workforce planning functions including Scheduling, Forecasting, and other assigned projects, but not limited to. Handle daily requests, update schedules, and address escalated issues and ad-hoc requests. Occasional operational system-related tasks relevant to the serviced providers.
- Monitor workflows, send reports, and drive service level agreements.
- Create and maintain short and long-term forecasts.
- Ensure correct forecasting methodologies are in place.
- Ensure the data is upheld in the WFM system to enable accurate forecasting.
- Analyse KPIs regularly and make recommendations to improve efficiency.
- Track variance to ensure stakeholders understand "actual vs expected" performance.
- Present forecasts and recommendations appropriately and regularly to stakeholders.
- Analyse large datasets and effectively communicate insights to Operations Management.
- Prepare root-cause/impact analysis reports for outages or unplanned events.
- Collaborate with Operations Management to enhance service delivery processes.
- Track changes across various communication channels and adjust accordingly.
- Optimize staffing levels and work schedules based on changing business requirements.
- Support workforce planning functions including Scheduling, Forecasting, and other assigned projects.
- Handle daily requests, update schedules, and address escalated issues and ad-hoc requests.
- Perform occasional operational system-related tasks relevant to the serviced providers.
- Previous operational experience, ideally within Customer Service or the iGaming industry (required)
- Strong analytical and organisational skills (required)
- Proficient in MS Excel with the ability to manipulate and analyse data effectively (required)
- High level of problem-solving ability and time management skills (required)
- Self-motivated with the ability to make and communicate decisions confidently (required)
- Excellent verbal and written communication skills in English (required)
- Prior experience in a Contact Centre or similar operational environment (required)
- Ability to work effectively in a team-oriented, collaborative environment (required)
- Private health insurance
- Wellness allowance – up to €300 per year
- Fresh and healthy Breakfast & Lunch prepared everyday in our penthouse kitchen
- Birthday leave
- Performance bonus - based on your individual performance
- Company and team-building events
- Relocation package to Malta, including flight and two weeks of accommodation
Videoslots is an online casino operator founded in 2011 and now part of the Immense Group. It offers one of the industry's largest game libraries, with more than 13,000 casino games. The company operates in regulated markets and is known for its broad games portfolio and player tools. Videoslots is headquartered in Pieta, Malta.
