Workforce Management Forecasting Specialist

2 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom bet365 Full time

As a Workforce Management Forecasting Analyst at bet365, you will be responsible for creating long and short-term forecasts for over 20 languages, across 60 departments, covering web chat, email, voice, and back-office workloads.

Our workforce management area is expanding, and we are looking for a highly motivated individual with a proven track record in forecasting who will bring a wealth of knowledge and expertise with them. Excellent communication skills across all media are essential to keep planning teams and key stakeholders informed.

The forecasting team is responsible for capacity planning and delivering the budget FTE requirements for over 5,000 FTE globally. You will need to handle a dynamic and changing environment, meet deadlines across multiple concurrent workstreams, and ensure that the business is informed of the changes and development of our customer bases, and recommendations to meet the demand are appropriately channelled.

You will have an interest in data and take pride in preserving its integrity and accuracy to keep planning teams well-informed. You will be able to use a WFM system to create and navigate forecasting models to ensure the correct ones are in place to support the needs of the business.

The role will also involve contributions to capacity planning and recruitment, as well as the development of junior forecasters who will be supporting this role.

Main Responsibilities

  • Creating and maintaining forecasts, short and long-term, across multiple sites, languages, and teams, both front and back office.
  • Ensuring correct forecasting methodologies are in place.
  • Ensuring the integrity of data is upheld in the WFM system to enable accurate forecasting.
  • Analysing regularly KPIs 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.
  • Assessing the impact of upcoming changes and flagging risks to the planning team.
  • Documenting methodologies, modelling specifications, and results diligently.
  • Providing and communicating data for capacity planning and recruitment.
  • Converting model outputs and statistics into valuable insights for departments.

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