Workforce Planning Executive

About the role

BVGroup is seeking a proactive Workforce Planning Executive to support day‑to‑day workforce planning for its global customer support teams. You will help ensure optimal staffing, smooth operations, and high service quality across multiple contact channels and time zones.

Key responsibilities

• Assist in preparing short‑ and medium‑term forecasts for customer interactions and translate them into staffing requirements.
• Build and maintain agent schedules, manage shift swaps, breaks and intraday adjustments.
• Track agent adherence and intraday performance using WFM tools, and adjust staffing in real time.
• Process annual leave requests, monitor agent availability, and ensure coverage during peak periods.
• Generate daily and weekly reports on staffing, adherence and service levels, highlighting improvement areas.
• Act as the primary contact for WFM‑related queries and communicate scheduling updates clearly.

Required profile

• Strong organisational and analytical abilities with keen attention to detail.
• Experience working in fast‑paced, multi‑channel contact centre environments.
• Ability to collaborate with team managers and operations teams.

Required skills

• Proficiency with workforce management (WFM) platforms.

What we offer

• Opportunity to work on a global betting and gaming platform.
• Collaborative environment with passionate experts.
• Impactful role in a fast‑growing industry.