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- Tasks: Lead global workforce planning for digital-first Customer Operations and optimise performance across channels.
- Company: Join FDJ UNITED, a top European betting and gaming operator with a focus on innovation.
- Benefits: Enjoy well-being allowances, learning opportunities, social events, and private medical insurance.
- Why this job: Make a real impact in shaping the future of gaming while working with passionate individuals.
- Qualifications: Senior experience in Resource Planning and strong analytical skills required.
- Other info: Dynamic environment with opportunities for growth and development.
The predicted salary is between 60000 - 84000 £ per year.
As Head of Customer Operations Performance & Insights, you will own and evolve the global workforce planning capability for a digital-first Customer Operations, leading a distributed team covering Forecasting, Capacity Planning and Real-Time Performance. This role is central to ensuring that messaging, digital conversations and automation-enabled service models are fully embedded into how Customer Operations plans, scales and performs. This role requires deep experience operating within a LivePerson-driven environment, using its messaging, analytics and real-time tooling to optimise demand, capacity and customer experience across digital channels. You will be accountable for translating customer demand signals into scalable workforce strategies that balance customer experience, speed, cost efficiency and agent wellbeing across all regions and markets.
Responsibilities
- Provide strategic leadership to global Resource Planning, Forecasting, Real-Time Performance teams supporting digital and messaging-led service models.
- Define and continuously evolve a digital-first Resource Planning strategy aligned to company and Customer Operations objectives.
- Own end-to-end workforce planning across messaging, live chat, voice and hybrid contact channels.
- Act as the global LivePerson workforce planning authority, ensuring best-practice use of its forecasting, concurrency, scheduling and real-time performance capabilities.
- Deliver short-, mid- and long-term capacity plans that support growth, automation, channel shift and conversational volume changes.
- Build and maintain dynamic headcount models that reflect digital demand patterns, agent concurrency and skill-based routing.
- Partner with senior leadership to manage and govern the Customer Operations headcount investment model, ensuring spend is aligned to digital growth.
- Adapt traditional workforce planning methodologies to LivePerson's messaging environment, including concurrency ratios, backlog management and response-time SLAs.
- Own forecasting accuracy and scheduling effectiveness to meet digital service level targets, response times and customer experience KPIs.
- Lead the development of insight-led MI, providing visibility into digital demand drivers, capacity risk and performance trends.
- Assess and manage the operational impact of product launches, marketing campaigns and bot-to-human deflection changes on contact demand.
- Build and maintain attrition, shrinkage and productivity models across all markets and digital channels.
- Drive continuous optimisation through enhanced use of data, automation insights and performance analytics.
- Identify, evaluate and implement workforce planning technology enhancements that support scalable, messaging-led service delivery.
- Lead, coach and develop the team, embedding digital workforce planning capability and modern forecasting practices.
- Oversee operational performance insight, reporting and KPI governance.
Qualifications
- Senior-level experience leading Resource Planning or Workforce Management in a digital-first or messaging-led Customer Service organisation.
- Proven track record delivering forecasting accuracy and capacity optimisation in high-volume, service environments.
- Experience in workforce planning, including forecasting, concurrency modelling, scheduling, and real-time management using appropriate WFM platforms.
- Strong hands-on and strategic experience using LivePerson for digital customer messaging, including configuration, optimisation of communication flows, bot/human handover design, and performance monitoring.
- Deep understanding of workforce planning principles across messaging, live chat and voice channels.
- Experience leading large-scale change or transformation initiatives within Customer Service or Operations.
- Advanced analytical skills with strong Excel, Power BI capability and confidence working with large, complex data sets.
- Ability to build and interpret digital-specific headcount, attrition, shrinkage and productivity models.
- Strong stakeholder management skills with the ability to influence at executive level.
- Clear communicator able to translate complex digital performance data into actionable insights.
- Highly organised, proactive and comfortable operating in a fast-moving, evolving environment.
- Innovative mindset with a focus on automation-enabled efficiency and continuous improvement.
- Experience managing and developing high-performing, globally distributed teams.
Benefits
- Well-being allowance.
- Learning and development opportunities.
- Inclusion networks.
- Charity days.
- Long service awards.
- Social events and activities.
- Private medical insurance.
- Life assurance and income protection.
- Employee Assistance Programme.
- Pension.
Head of Customer Operations Performance & Insights employer: FDJ UNITED
Contact Detail:
FDJ UNITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Operations Performance & Insights
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at FDJ UNITED or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Prepare for the interview by diving deep into LivePerson's tools and how they optimise customer operations. Show us you know your stuff and can translate complex data into actionable insights – that's what we love to see!
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on articulating your experience in workforce planning and how you've driven performance improvements in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at FDJ UNITED.
We think you need these skills to ace Head of Customer Operations Performance & Insights
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in workforce planning and digital customer service. We want to see how your skills align with the role of Head of Customer Operations Performance & Insights.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've improved forecasting accuracy or optimised capacity in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to explain your experience with LivePerson and other relevant tools. We appreciate clarity, especially when it comes to complex data insights.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at FDJ UNITED
✨Know Your Numbers
As the Head of Customer Operations Performance & Insights, you'll need to demonstrate your analytical prowess. Brush up on key metrics related to forecasting accuracy and capacity optimisation. Be ready to discuss how you've used data to drive decisions in previous roles.
✨Master LivePerson
Since this role requires deep experience with LivePerson, make sure you’re familiar with its features and functionalities. Prepare examples of how you've leveraged its tools for messaging and performance monitoring in past positions. This will show that you're not just a user but an expert.
✨Showcase Leadership Skills
This position involves leading a distributed team, so be prepared to share your leadership style and experiences. Think of specific instances where you've successfully managed change or developed high-performing teams, especially in a digital-first environment.
✨Align with Company Values
FDJ UNITED values innovation and safety in gaming. Research their mission and values, and think about how your experience aligns with their goals. Be ready to discuss how you can contribute to their vision of reinventing the game while ensuring customer safety.
