Senior Workforce Planning Executive

Let’s start with the role

The Senior Workforce Planning Executive will be responsible for optimizing staffing levels across multiple departments, ensuring the right number of employees are available at the right time to meet business needs and customer demand. Key responsibilities include workforce forecasting, schedule creation, real-time monitoring, and performance reporting to support operational efficiency and service excellence.

• Develop accurate forecasts for staffing needs based on historical data, trends, and business activity.
• Adjust forecasts as necessary in response to unexpected changes in business volume or external factors.
• Create and manage staff schedules to ensure optimal coverage and operational efficiency.
• Coordinate with department managers to address shift requirements and business priorities.
• Analyze key performance indicators (KPIs), such as customer wait times, service levels, and productivity.
• Generate regular and ad-hoc reports for senior management to track operational performance and staffing efficiency.
• Identify trends and provide actionable recommendations for process improvements based on detailed data analysis.
• Provide insights and recommendations for process improvements based on data analysis.
• Work closely with Operations, HR, IT, and other departments to ensure that workforce planning aligns with business objectives.
• Communicate staffing needs and strategies effectively to internal stakeholders.
• Utilize workforce management (WFM) software and tools to manage workforce planning effectively. Identify areas for improvement within the WFM process and implement best practices to improve efficiency and reduce operational costs.
• Identify and implement best practices to improve WFM processes, increase efficiency, and reduce operational costs.
• Ensure that scheduling and workforce practices adhere to labor laws, industry standards, and company policies.
• Lead or contribute to projects involving process optimization, technology upgrades, or system integrations related to WFM.

What you will bring:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• 3-5 years of experience Workforce Management, preferably within the gambling, gaming, or a high-volume customer service environment.
• Proficient  with WFM tools (e.g., Verint, NICE, Aspect, Tymeshift) and scheduling software.
• Strong analytical skills with the ability to interpret complex data and develop actionable insights.
• Advanced proficiency in Excel/Google Sheets and other data analysis tools.
• Excellent organizational skills, attention to detail, and ability to multitask.
• Strong communication and interpersonal skills with the ability to collaborate effectively with cross-functional teams.
• Ability to work in a fast-paced environment and adapt to changing business needs.
• A problem-solving mindset with a proactive approach to managing operational challenges.
• Understanding of the gambling industry and its operational requirements is a plus.