Working as part of an integral team within Customer Experience, Tactical Planners are responsible for managing all day-to-day processes in support of the operation to achieve business service levels and maximising efficiency and occupancy.
As a Tactical Planner you will be proactive in trend analysis, being a confident decision maker whilst basing your conclusions on real time staffing levels and contact volumes.
Your role in ‘better’
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Provide real time insight into the Customer Experience Centre capacity management and take action where needed as well as real time support to our wider Risk and Safer Gambling teams to ensure we provide the highest level of service possible to our vulnerable customers
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Manage incidents (process or technical) which impact service delivery through to resolution and impact analysis
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Work with operational stakeholders to drive out business continuity plans so that customer impact is minimal
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Manage changes to scheduling and live forecasts to give an accurate view of delivery commercials against service delivery
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Work alongside the Resource Planning Team to ensure we are continually improving and refining our planning process and Team Managers to drive productivity and maximize efficiencies
How you’ll create ‘better’
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Strong reporting and analytical skills, being able to spot trends and make sound recommendations to improve service levels and a proactive approach to problem solving with a solution mind-set
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Prior experience working in a fast-paced environment – ideally including Contact Centre’s
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Stakeholder management experience
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Experience using Salesforce (or similar) and internal intranets
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(Required) Experience using a Workforce Management Tool/Software (i.e. Aspect, Verint, Avaya etc.) – ideally Aspect
About Sky Betting & Gaming
And at Sky Betting & Gaming, better is just the beginning. When you work here, you’ll be able to create the next big thing in a fast- paced, exciting industry.
Our story began in 1999 and we’ve since grown to house a family of iconic brands including Sky Bet - the UK’s no.1 betting app, Sky Vegas - the UK’s no.1 online casino, as well as Sky Bingo, Sky Casino and Sky Poker.
We want to empower you to create a career you’re proud of, to feel like you belong, and provide you with everything you ned to do your job.
Plus, Sky Betting & Gaming is part of the Flutter UK & Ireland family — a collection of big-hitting entertainment brands such as Paddy Power, Betfair and Tombola.
Flexible Working
All our live jobs champion hybrid working, offering a flexible blend of home and office working with full autonomy to decide how many times you travel into the office each quarter. Looking for a remote role? We’re open to discussing remote working for all our live jobs.
Helping you live your life better
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£1,000 learning fund each year
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32 hours paid volunteering time per year
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Free SkyQ Ultra HD premium TV package worth £1,200
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Twice-yearly bonus (with part of it guaranteed!)
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Pension contribution scheme
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Private healthcare
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Flexible ways of working – home or office, it’s your choice!
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Access to thousands of Udemy courses
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Invest via the Company Sharesave Scheme
We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.
If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.
