The role

Our mission at Kindred is to become the number one operator across all gaming markets and with your help we can make this happen.

The role of a Planning Co-Ordinator is key within the customer support operations team reporting into the Head of Resource Planning. It will be your job to ensure our customers get the best possible support by scheduling our teams of over 200 customer service agents to meet their demands. We support our customers across all of Europe, spanning 11 plus brands, in local languages creating a custom-made individual service we are proud of.

The Planning Co-Ordinator role is challenging, exciting and instrumental to Kindred, so we need the right person to carry this position out. If you are good at problem solving, time management and are brilliant with people then this could be the job for you.

This is a key role in which you will work closely with Team Managers, Real Time Analysts and other team members in order to deliver data and customer insight to help track customer demand patterns and schedule agents accordingly.

Below is a list of responsibilities that you will face, once you've read through and think “yes, that's the job for me” continue to apply as we'd love to hear from you.

What you will do

• Support the Head of Workforce Planning to deliver strategic workforce planning modelling and forecasting.
• Forecasting the needs of agents per day, based on sport events and historical volume.
• Support the regular planning cycle ensuring all relevant data and insights are available when required.
• Ensure appropriate data governance, compliance and integrity controls are in place, including data quality monitoring and reporting and alignment.
• Building and managing rosters in WFM – Work Force Management - for the CS department to meet forecast demand.
• Ensure WFM efficiency and optimization.
• Develop rosters to achieve efficiency and maximize the use of resources.
• Report and follow up schedule and performance anomalies.
• Maintain records and assist in monitoring of all forms of CS agents leave, including sick leave, annual leave and other leave.
• Maintain Planning information systems to ensure all CS employee data is up to date and correct.
• Planning and logistics management of training courses, meetings and activities.
• Support the day to day business operation in the CS department.
• Identifies and recommends process improvement opportunities to improve productivity, performance and CS agent satisfaction.
• Ensure all documentation and policies are updated and communicated.
• Ensure that you adhere to the Governance, Risk & Compliance (GRC) obligations for your role.
• Identify and raise any non-compliance incidents promptly to your line manager.
• Challenge processes, policies and projects that will negatively impact compliance within the Group.
• Complete all mandatory compliance training assigned to you.
• Reach out to the Compliance Teams if unsure of any of your compliance obligations or the requirements are unclear.

How you will be measured

• Acting in line with Kindred Group values.
• Meeting relevant KPIs.
• Successful completion of all relevant training and other compliance activities that support Kindred's sustainable and responsible growth.

Your experience

• Previous resource planning experience and understanding.
• Demonstrable experience of strong logical and analytical skills.
• Knowledge and practical application of analytics, visualisation and reporting using various tools. Experience in PowerBI.
• Excellent organisation skills.
• Knowledge of WFM solutions.
• Adaptable, open to new approaches and feedback.
• Great time management and able to manage multiple tasks at the same time.
• High attention to details.
• A strong focus on delivering great customer service to internal customers.
• Advanced technical skills in Excel, PowerPoint, Microsoft word.
• Fluent in English. Any other language would be an advantage.
• Injixo/Peopleware experience, preferred.