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Workforce Planning Lead / Manager

  • 496387
  • Melbourne, VIC, Australia
  • Full time


We are on the hunt for a Workforce Planning Lead / Manager to establish an efficient and effective Rostering Model which complements Sportsbet’s customer demand across our 24/7 contact channels.


About us

Sportsbet's purpose is to bring excitement to life for its customers and we do this by over-delivering on excitement through serious fun, disrupting the status quo and living our values. We’re a flexible, progressive, open-minded, and inclusive employer with over 7,000 cool, clever and curious people around the world. As part of the Flutter Group, we’re a global player, but in Melbourne, Sydney and Darwin we’re tight knit, with 1,000 of us bringing excitement to life every day.

Our commitment to responsible gambling is genuine and demonstrated through the wide range of responsible gambling initiatives and tools – take a look: 


About the role

The Workforce Planning Lead / Manager role will be a key leadership role in the WFM and Learning team and have an accountability for leading the forecasting, planning and scheduling function for Sportsbet’s contact centre operations.  Reporting into the Head of Workforce Planning and Learning, this role will be charged with establishing an efficient and effective rostering model which complements Sportsbet’s customer demand across our 24/7 contact channels.

Key responsibilities include:

  • Using historical data and trends build all contact, AHT and shrinkage forecasts for customer contact channels at a short term and long term level
  • Experience with scenario modelling relating to long term forecast and resource models
  • Build and release all rosters for our multi-site contact centre function
  • Analyse performance data for a range of different periods to understand trends and patterns
  • Collaborate with key stakeholders providing robust recommendations and insights for stakeholders on performance improvement initiatives
  • Design and build strategic initiatives to establish best practice processes
  • Work with the wider leadership team and finance stakeholders around budget and reforecast approvals and build recommending requirement and labour costs around volumes and performance targets


About You

We’re looking for someone with:

  • Direct experience with WFM systems and forecasting/resourcing methodology.
  • Team Management and Leadership experience in a Workforce Planning function
  • Highly skilled with a strong attention to detail, including analytical capability and capacity to monitor and respond to consistently changing data and performance challenges.
  • Sound communication and interpersonal skills across multiple channels and forums
  • Able to work through areas of pressure and sensitivity with professional composure.
  • Expertise in advance use of WFM Systems (Calabrio/Teleopti preferred but not essential)



The Perks

We work hard and play hard, so along with a very competitive salary and generous performance-based bonus, we will also provide you with:

  • 25 days annual leave (a whole extra week of holidays!)
  • Genuine flexible working and remote working policy with an $850 work from home office allowance
  • Discounted gym memberships, free breakfast and loads of event and conference tickets and many more
  • Access to Headspace App and an employee assist program
  • Best in class Parental Leave program with six months paid leave for Primary Carers and Circle  In membership
  • Free merch including t-shirts, SB branded coffee keep cups (Frank Green might we add) and much more!
  • Tailored career development programs, as well as a commitment to developing Thought Leader and Specialist Talent programs


We’re a flexible, progressive, open-minded, and inclusive employer who welcomes you for who you are, as you are- that’s why we assess behaviours, learning agility and expertise to ensure all types of experiences are considered for our roles. We encourage you to apply as soon as possible as we review candidates with 2-3 weeks of advertising.


Ready to bring excitement to life? Apply now


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