Tactical Planning Analyst

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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