Capacity Planning Analyst

Role Purpose

Manage and monitor Customer Service departments response to incoming customer traffic, following the operational plan and using ToM guidelines (Traffic Operational Management) to ensure the best level of service. Acting proactively and with pace when there are deviations to the expected flow of traffic (EG Spikes due to incidents or tech issues), using the full range of people resource available within Customer Operations at any given time, and moving colleagues across labels, queues, or channels where necessary. Coordinating with Shift leads or other relevant individual across Customer Operations locations, highlighting potential issues to Capacity Planning and Operations management teams.

Acting as point of contact for colleagues following the seating plan or any seat assignments.

Proactively identifying spikes in traffic that deviate from the operational plan or potential incidents, and hand off to the operations for analysis and escalation where necessary. Track and log within shift metrics (EG Absenteeism, tardiness) and provide feedback on all aspects of operational performance (where the operational plan could be improved, challenges in meeting SLAs etc). Complete regular within shift, and end of shift and day summary reports.

The role requires excellent organisational and stakeholder management skills. A proactive mindset is a must, with the ability to act with authority and credibility, manage conflict, and communicate clearly and confidently, both to those less and more senior.

• Proactively monitor all relevant contact queues and pools of colleague resource to ensure the agreed SLAs are met, across all channels (Chat / Email / Voice / Social)

• Follow the Operational Plan that was created by the Real Time and Planning Teams in collaboration with Operations
• Use the TOM to ensure fluctuations in traffic are dealt with quickly across all channels and labels, utilizing cross skilled agents, across multiple locations
• Use all tools possible to meet service levels – movement of resource, prioritization of specific channels (Eg Email), changing of chat concurrency settings
• Directly organizing the agent group to follow the required priorities, managing and escalating noncompliance to the plan or any other unwanted behaviors
• Maintain all relevant within shift logs covering, but not limited to, feedback on the success and application of the operational plan, absence tracking, feedback on spikes in traffic, and observations on areas that could be improved
• Ensure that schedules are followed, including start and end shift times, break times, planned meetings, training, adhoc meetings/training and other activities
• Preparing colleagues in advance to ensure they are aware of upcoming non-contact taking activity, finding solutions to any issues that occur, and escalating to the relevant teams
• Working with Capacity Planning team to prepare break schedules, constantly providing within shift feedback for optimization
• Plan an active part in all relevant meetings, including preparing PPTs, chairing meetings, distributing minutes (Including Weekly Capacity Planning Meeting and Weekly Ops & Planning Meeting)
• Utilizing any times of lower than planned contact volumes, coordinating with other locations to offer support, proactively offering holiday or time off in lieu, completing compliance tests
• Other task that may be assigned from time to time

Who you are

• Able to communicate clearly and confidently from agent up to senior level
• Strong communication, time management and stakeholder management skills essential.
• Ability to act proactively, and to deal with conflict
• Numerate with experience of gathering, analyzing, and presenting information / data.
• Well-developed communication skills. Flexible approach to working hours.
• A high degree of energy, drive and enthusiasm demonstrating a clear passion for the customer (Internal and External)
• A team player with the ability to work under own initiative
• Self-motivated with the ability to plan and prioritise multiple tasks whilst working to tight deadlines.
• Maintain good communication throughout the team, sharing best practices and local processes with peers across the wider operation.
• Ability to use Office and Excel tools

What we offer

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning. Working for us in India, you can expect to receive great benefits like:

• Pension Scheme and annual ShareSave.
• Discounts with hundreds of retailers through Entain Deals.
• Healthcare and wellbeing support.
• Development opportunities.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes. Join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.