Capacity Planning & Scheduling Analyst - BetMGM

Company Description

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

Job Description

As a Capacity Planning & Scheduling Analyst - BetMGM you will be responsible for balancing incoming workload for new schedule requests, training requests, and normal day-to-day operations while continuing to look for ways to continue your own personal growth to ensure BetMGM is the leading service provider in the marketplace.  

Reporting to the Sr. Capcity Planning Supervisor you will be part of the Customer Service Team, who will assist in global staff planning activities across both internal and external relationships in a multichannel environment while fostering cross-functional collaboration.

What you will do

• Partner with HR to track any special schedule request or accommodations needed to ensure nothing is overlooked or lost in schedule movement to prevent issues from occuring.
• In partnership with the Real-Time Team, develop scheduling contingency action plans to assist during times of irregular operations such as alternate scheduling timeframes, HOOP adjustments, system maintenance periods, contact rerouting, etc.
• Monitor and manage WFM KPI’s while looking for ways to connect them to any financial or department level goals for overall improvements. As needed, develop new KPI’s that make sense for the team to monitor performance.
• Partner with Training Team on new training material roll out to ensure 100% completion is achieved and offering additional assistance where needed for Reschedules.
• Continue to review and refine current processes through constant self-review, feedback review sessions, and industry wide learning opportunities.
• Develop training material and reference documents for internal and external teams including Onboarding material, Quick Reference Guides, and Standard Operating Guidelines.  
• Act as a Workforce Subject Matter Expert for WFM tools and tools that could impact the day-to-day activities of WFM in collaboration with teams on any type of technology implementation or changes.

Qualifications

• 3+ years of experience in Workforce Management with proven success in managing themselves as an independent contributor working with a team. 
• 1+ years specific experience in Scheduling in an omni channel environment a must.
• Expert knowledge in recent NICE CXone platforms.
• Elevated communication skills and confidence in talking with varying levels of stakeholders.
• A willingness to adapt well to changing needs and priorities with the ability to pivot easily to achieve goals and deadlines.
• A proven strategic and creative thinker with an ability to visualize and operationalize strategies. 
• Assertive yet professional demeanour with persistence and willingness to lead the way. 
• Experience in Data Analytics a plus 
• Experience and/or interest in Sports betting and gaming a plus. 
• Knowledge on BI tools such as SQL, Python, Snowflake, Teradata is an advantage

Additional Information

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.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

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.