William Hill

We are William Hill:

One of UK’s leading bookmakers and most recognized brands in the gaming industry. We provide gaming and betting services for every taste and preferences: online, offline, play as you go, etc.

We are currently looking to expand our team in Sofia with a member to join as Senior Planner to be primarily responsible for the short-term planning and scheduling of the Operations team and ensure all expected results are achieved according to requirements in line with the Workforce Management policies and processes. 

The role is expected to assist the Manager in Planning, Implementation and Management of the activities related to forecasting, planning workload requirements, scheduling and team performance reporting within WHG Services Bulgaria & across the WH CS where applicable.

Our values are:

Eyes on the customer…they matter most

Give a damn…show you care

Own it…step up

On the same side… as one business

“It’ll do” will never do…be bold

Do you identify yourself with our values? If yes, then you are the right person to become a part of William Hill family.

You will:

• Be in-charge for short-term intraday forecasting for Volume and Average Handling Time (AHT)

• Be in-charge for Shrinkage and Attrition trending

• Be responsible for short-term planning and scheduling for Operations

• Be responsible for processing all scheduling requests included in the scheduling policies

• Be responsible for maintaining schedules in the Payroll system and internal scheduling files for Operations

• Be responsible for weekly IDP discussion with internal and external stakeholders

• Recommend strategic and tactical staffing mitigations

• Maintain WFM HC file

• Partner with RTAs in making sure intraday plan is executed as planned, and review with Reporting Analysts to identify Areas for Improvement

• Make continuous improvement on the intraday plan and Real-Time Management processes

• Perform analysis to identify root cause of declined/missed performance and recommend mitigation actions through planning or scheduling

• Be responsible for HR related deliverables of the Planners and Aspect Admins, i.e. hiring and disciplinary issues, performance reviews, regularization, etc.

• Act as the secondary point of escalation for issues/concerns of Operations related to Workforce and Reporting Management

You have:

• Prior experience in a BPO or Shared Service Centre

• At least 5 years of experience on Real-Time Monitoring, Reporting and Planning

• At least 2 years of supervisory or managerial role

• Solid background on WFM policies and procedures

• Excellent verbal and written English communication skills

• Bachelor’s Degree with a focus on Information Systems/Statistics/Math is an advantage

• Experience with WFM platforms, i.e. Aspect, Avaya CMS, IEX, etc.

• Solid Scheduling background and strategic and tactical planning skills

• Mid to advance MS Excel skills, i.e. Macro programming, VBA functions, etc.

• MS Visio background for flowcharts and program schemas

• Basic to advance knowledge on contact centre KPIs, i.e. SLA, Abandonment, PCA, etc.

• Familiarity with working in a high-volume and highly dynamic rapid paced environment

• Excellent problem solving skills

• Detail and result oriented

• Ability to maintain professional relationships (internal and external, where it applies)

• Highly communicative across different levels

We offer:

• First-class salary

• 13th salary distributed monthly

• 100 BGN food vouchers

And on top:

• Performance bonuses 

• 24 days annual paid leave

• Half price sport cards

• Additional health insurance

• Discounts at The Mall

• Taxi vouchers for late shifts

• Balance policy - mix & match home and office work

• Career development & learning opportunities

• Positive and stimulating environment

• Free snacks and beverages in the office

• Social & Wellbeing initiatives

Hurry up, attach your CV, get shortlisted and join us in our brand-new office

Our mouths are zipped, and we treat your information strictly confidential