Conference Day Two: Wednesday, 19th June 2019
Wednesday, June 19th, 2019
11:40 AM CASE STUDY: Workforce Planning in a 24/7 Service Environment: How Sportsbet Have Established a Resource Strategy to Meet Operational and Strategic Business Needs
As a 24/7 service environment, Sportbet have moved away from strictly operational workforce planning to setting the organisational up strategically for the long term. As the Head of Workforce Management, James is focused on strategic workforce planning across two channels – their customer service and phone betting contact centre. This session will explore how Sportbet is utilising workforce planning, data and analytics to determine an efficient way to forecast accordingly, build workforce capability and meet service expectations.
- Setting up a consistent resource and workforce planning strategy across multiple contact channels to manage performance efficiency
- Insights into how Sportsbet handle peak periods of service and the strategies to cross skill employees to meet demand and expectations
- Moving into a medium to long term strategy to help retain staff and prioritise high value tasks that bring value to customers and build workforce capability for future needs