ARRISE Careers

We'd love to hear from you if you're excited by a fast paced and dynamic environment in iGaming. The Resource Planning Manager role will play vital part in Customer & Technical Supports growth by driving operational effectiveness through strong resource management to optimize service level performance. 

About us: 

ARRISE sets the benchmark for service delivery and excellence in the iGaming industry. Playing a key role in the success of its clients, which include Pragmatic Play, a brand relied upon by the world’s biggest online casinos for its cutting-edge products, ARRISE helps to deliver exceptional gaming experiences to millions of players worldwide.

Our global team of over 10,000 talented and driven professionals are shaping the future of iGaming. Headquartered in Gibraltar, we have offices spanning Canada, India, the Isle of Man, Latvia, Malta, Romania, Serbia, Bulgaria, and the UAE, and more exciting destinations on the horizon.

At ARRISE, we take pride in creating growth opportunities at all levels, constantly investing in our people while welcoming new colleagues and forging strategic partnerships that open new opportunities for success.

To achieve this, we bet on ourselves. We know that success is a collective effort, and our team is driven by ambition, collaboration, and a shared commitment to grow and succeed—while embracing every step of the journey.

Be part of the future of iGaming with 10,000 ARRISERS! See a job that excites you? Apply now, and our friendly recruitment team will connect with you soon. Your journey starts here! 

Role & responsibilities: 

• Provide capacity plans to accurately prepare forecasts and budgets for workload & resource across all verticals & contact channels, monitoring drivers against business change & developing models to improve accuracy;
• To constantly monitor and propose effective shift patterns to match business requirements;
• In consultation with vertical leads, prepare & communicate schedules well in advance that meet business requirements, maximizing agent satisfaction by providing flexible options where available;
• Escalation point for individual schedule challenges, working with managers to ensure they are aware of staffing issues that may affect services, collaborating to resolve them;
• Creating new and innovative forecast and capacity models to plan for future demand, growth and channel shifts;
• Identify and pro-actively manage changes to shift patterns to deliver improved customer service, working with vertical leads to facilitate smooth communication and transition, maintaining and communicating a formal historic record of the changes and their impact;
• Govern & control channel changes, making appropriate resource & channel setting plans for expected changes in workloads, reporting on expected and experienced results, providing clear details of benefits gained;
• With VP of Customer & Tech Support, monitor recruitment requirements to make advanced plans for required shift changes that optimise delivery of resource and skills, identifying when new groups and Team Managers are required;
• Deliver effective & accurate reports detailing schedule accuracy & adherence,  with commentary relating to workforce & shift performance, identifying the proposed & actual shift efficiency factors;
• Provide recommendations and drive potential implementation of new technology for planning, including the use, development or procurement of effective workforce management software (WFM) and/or other in-house systems/Excel. 

Requirements: 

•  5+ years working with Workforce Management Tools & Teams in an Customer Operations environment;
• Experience designing resource scheduling, workforce planning, or other operational capability modelling;
• An in-depth understanding of manual forecasting methods and formulas;
• Expert skills in Excel for modelling and scenario planning;
• Demonstrated experience of maintaining high levels of contact center forecasting across all contact channel types (Email, Chat);
• Knowledge of progress monitoring and reporting;
• High analytical and statistical skills, including Excel & SQL;
• Expert skills in implementing & using a Workforce Management tool;
• High levels of numeracy, accuracy and attention to detail;
• Excellent organizational and communication skills;
• Proficient in English.