Resource and Capacity Planning Analyst

From humble beginnings on the shop floor to becoming a world-renowned bookmaker, Betfred has been on a remarkable journey and we want you to be part of this fantastic innovative business. Established in Salford, Manchester, 1967... we started with a clear and simple vision: to provide the ultimate betting experience for our customers. Today we have evolved and pride ourselves in delivering unparalleled entertainment experiences worldwide.

Whilst a lot has changed over the years, we have always stayed true to our roots. Our story started in retail and while it remains the heart of our business, we have also embraced the digital landscape. With over 1300 shops we continue to play a vital role in local communities across the UK while expanding our presence online.

At Betfred, we are dedicated to delivering exceptional customer experiences across our retail and digital channels. Our mission is to ensure that the highest standards of responsible gambling and professional ethics remain at the heart of everything we do while driving innovation and excellence in every aspect of our operations.

The Resource and Capacity Planning Analyst will be part of the Central Operations team to ensure optimal staffing to handle forecasted contact and case volumes within agreed KPIs.

Working with the first line operational customer support teams to generate contact and case volume forecasts, projecting staffing levels, and determining optimal schedule patterns for the operation.

• Ensure suitable resource allocation to allow for the right skills and capabilities are utilised to support delivering a best in class service to our customers
• Analysing contact and case volume trends, determining if and how various business initiatives may impact that volume
• Determining staff requirements and required schedule patterns given various “what if” scenarios
• Developing reports that provide insight into the central operations team’s performance reports as well as intermediate level analysis
• Generating and modifying the schedules across the central operational teams to ensure coverage and optimal service levels
• Identifying potential gaps in scheduled coverage and presenting recommendations to the management team
• Working with management to schedule ‘off line’ time including but not limited to meetings, training coaching’s, etc.
• Monitoring contact volume and determining if actual volume is coming in under or above forecast
• Manage scheduled activity in the operational teams to ensure appropriate coverage is scheduled to achieve the optimal service level touch points informing management of performance and activity throughout the day
• Ensure sdata integrity within WFM system
• Capture, store and report on historical statistics
• Complete additional ad-hoc reporting queries
• Run and maintain payroll reports where applicable

We are dedicated to promoting safer gambling practices to ensure a responsible and enjoyable experience for all our customers. We prioritise player safety and well-being, providing resources and support for those who may need assistance. Our commitment to responsible gambling is integral to our operations, and we actively promote awareness and education to help our customers make informed decisions. Together, we can create a safer gambling environment for everyone.

What you’ll need to succeed

• 1-2 years of Workforce Management experience using WFM software
• 1-2 years of Excel experience with Intermediate knowledge of formula definitions
• 1-2 years of Data Analysis experience capturing, storing and reporting historical statistics (call volumes, AHT, service level, forecast accuracy, etc)
• 2-3 years working in a Call Centre environment (experience of working in a 75+ seat contact centre during that time)
• Must have strong mathematical and statistical skillset to maintain accurate data reporting
• Must have data analysis experience capturing, storing and reporting historical statistics

Why join a winning team?

Betfred brings benefits and rewards for all our colleagues. But more than that, we create a unique, enjoyable and entertaining environment you will love being part of.

Be rewarded

• Enhance your income: benefit from bonuses, incentives, retail discount vouchers and more.
• Monthly pension contributions: helping you prepare for your future.
• Enhanced maternity & paternity pay: our Betfred family works to support yours.

Feel valued

• A long-service recognition programme and life milestone rewards.
• A recognition scheme to earn and convert points to spend with over 700 retailers.
• A comprehensive financial wellbeing package including salary-based savings with a 5% boost, early access to earnings and free 121 financial coaching.
• Mental health support including an independent Employee Assistance Programme, a 24/7 virtual GP service and complimentary eye tests.

We will provide you with access to further training and development opportunities as we are real supporters of internal progression and are always looking for people who want to develop their career.

What’s next?

If you think you’re a great fit for the role, and you want to be a part of the Betfred story, click ‘Apply’ and we will be in touch once we’ve reviewed your application.

At Betfred we are committed to promoting equality, diversity, and inclusion (EDI) in our workplace. We believe that a diverse workforce drives innovation and enhances our success. We welcome applications from individuals of all backgrounds, identities, and experiences.

If you require reasonable adjustments during the recruitment process or have specific needs, please let us know, and we will be happy to accommodate you. Join us in creating an inclusive environment where everyone can thrive.