Planning & Governance Specialist
On-siteTirana, Tirana, Albania
Job Summary
Monitor real-time adherence and workforce performance, escalating issues as needed. Send daily, hourly, and ad-hoc reports via email to stakeholders while updating and validating data to ensure accuracy. Proof-check workforce data, identifying discrepancies and collaborating with operational teams to align real-time adjustments with business needs. Support queue management by tracking service levels, occupancy, and agent performance, and assist in maintaining workforce management system data integrity. Participate in daily team rotations ensuring all monitoring tasks are completed. This role supports the Southern Europe & Africa region workforce management department at Flutter, contributing to the development and enhancement of reporting processes and efficiency within a fast-paced operational environment.
Required Qualifications
- Bachelor's degree in business administration, Operations, or a related field
- 1+ years of experience in workforce management, real-time monitoring, or reporting
- Fluent in Italian language (both written & spoken)
- Good understanding of English language
Desired Qualifications
- Experience with WFM software (e.g., Calabrio, Zucchetti)
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