Planning & Governance Specialist

About the Company

Flutter Entertainment is a globally recognized leader in online sports betting and iGaming, publicly traded on both the London and New York stock markets. The Southern Europe & Africa region includes celebrated brands such as Sisal and PokerStars, known for their innovation and strong growth potential in a rapidly evolving market.

Role Overview

We are searching for a Workforce Management (WFM) Specialist to join our team, focusing on the advancement and continuous improvement of the WFM Department. This position involves overseeing real-time operations to ensure smooth workflow and data precision. The role requires consistent report distribution, meticulous data validation, and the detection of inconsistencies while collaborating with WFM Leads to facilitate problem resolution.

Key Responsibilities

• Monitor adherence to schedules and workforce performance in real-time, escalating any issues as necessary.
• Distribute daily, hourly, and on-demand reports to relevant stakeholders via email.
• Update and verify reports to maintain data accuracy and consistency.
• Proofread workforce data to identify and communicate discrepancies.
• Coordinate with operational teams to ensure prompt adjustments align with business requirements.
• Support queue management efforts by tracking service levels, occupancy rates, and agent performance.
• Help sustain integrity of workforce management system data.
• Participate in daily team rotations to guarantee completion of all monitoring tasks and reports.
• Work alongside WFM Leads to refine reporting workflows and enhance efficiency.

Candidate Requirements

• Bachelor's degree in Business Administration, Operations, or a closely related field preferred.
• At least one year of professional experience in workforce management, real-time monitoring, or related reporting roles.
• Familiarity with WFM software solutions such as Calabrio or Zucchetti is advantageous.
• Advanced proficiency in Microsoft Excel, including VLOOKUP, pivot tables, and conditional formatting.
• Knowledge of workforce management tools and real-time tracking systems.
• Capacity to process and verify large data volumes efficiently with strong attention to detail.
• Excellent communication and collaboration skills to engage effectively with internal teams.
• Adept at functioning in a fast-paced, real-time operational environment.
• Problem-solving abilities to identify and escalate data discrepancies promptly.
• Fluency in Italian (oral and written) along with a good command of English.

Benefits and Perks

• Permanent employment contract.
• Meal allowance provided.
• Contributions to pension fund.
• Company-provided laptop and business mobile phone.
• Flexible work hours and the option for smart-working aligned with company policy.
• 24 additional paid leave hours annually.
• Preferential banking products through Intesa Sanpaolo.
• Supplementary private health insurance with access to company doctor consultations.
• Participation in the Flutter Sharesave Plan.
• Inclusive workplace culture promoting diversity and inclusion initiatives.
• Support for psychological well-being including meditation courses and counseling by certified professionals.
• Continuous opportunities for learning and skill development through platforms and training.
• Support services for parents and new mothers.
• Opportunity to volunteer during working hours.

Equal Opportunity Employer

Flutter respects and values diversity and is committed to providing equal employment opportunities regardless of age, culture, religion, ethnicity, sexual orientation, gender identity or expression.

Job Location

This role is onsite in Tirana, Albania.