Tactical Planning Analyst

Tactical Planning Analyst

Come and join our journey! At Immense Group, we are guided by our core values of passion, boldness, and integrity. We strive to create an environment where our people thrive, driven by a love for innovation and a commitment to delivering exceptional player experiences. If you’re passionate about iGaming and data, bold in your approach, and act with integrity, we’d love for you to join our team as a Tactical Planning Analyst.

A taste of what you’ll do

Reporting to the Chief Operating Officer, the Tactical Planning Analyst will play an important role in ensuring operational efficiency across Customer Services, Payments & Risk, and Responsible Gaming teams. This role is responsible for monitoring workflows, sending reports, and driving service level agreements.

• Creating and maintaining of forecasts, short and long term across.
• Ensuring correct forecasting methodologies are in place.
• Ensuring the data is upheld in the WFM system to enable accurate forecasting.
• Analysing regularly KPI's and making recommendations to improve efficiency.
• Tracking variance to ensure stakeholders understand "actual vs expected" performance.
• Presenting forecasts and recommendations appropriately and regularly to stakeholders.
• Analyse large datasets and effectively communicate insights to Operations Management.
• Prepare root-cause/impact analysis reports for outages or unplanned events.
• Collaborate with Operations Management to enhance service delivery processes.
• Track changes across various communication channels and adjust accordingly.
• Optimize staffing levels and work schedules based on changing business requirements.
• Support workforce planning functions including Scheduling, Forecasting, and other assigned projects, but not limited to.
• Handle daily requests, update schedules, and address escalated issues and ad-hoc requests.
• Occasional operational system-related tasks relevant to the serviced providers.

Who and what we are after?

• Strong analytical and organizational skills.
• Proficient in MS Excel with the ability to manipulate and analyse data effectively.
• High level of problem-solving ability and time management skills.
• Self-motivated with the ability to make and communicate decisions confidently.
• Excellent verbal and written communication skills in English.
• Prior experience in a Contact Centre or similar operational environment.
• Ability to work effectively in a team-oriented, collaborative environment.

Employee benefits

• Private health insurance – because your wellbeing matters to us
• Wellness allowance – up to €300 per year
• Fresh and healthy Breakfast & Lunch prepared everyday in our penthouse kitchen – you can save up to €3,000 a year
• Birthday leave – as we want you to celebrate your day
• Performance bonus - based on your individual performance
• Company and team-building events – trust us, these are legendary
• Relocation package to Malta, including flight and two weeks of accommodation

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Key skills/competency

• Tactical Planning Analyst
• Operational Efficiency
• Forecasting
• KPI Analysis
• Data Analysis
• Workforce Management
• Stakeholder Communication
• Root Cause Analysis
• Process Improvement
• Contact Centre Operations