Proactively reinvent headcount planning
Move beyond legacy frameworks to design and scale self-driven, highly efficient operational tooling across all teams
Own the end-to-end vision, design, and deployment of a proprietary, in-house solution that completely eliminates manual data entry through ruthless real-time automation
Don't just optimize what exists—completely rework workflows for maximum efficiency and engineer comprehensive, automated performance-data collection
Anticipate the needs of QA teams by building the automated tools, continuous checks, and friction-free workflows required to audit customer journeys at scale
Build unified daily, weekly, and monthly performance dashboards that seamlessly blend QA, WFM, and productivity data into actionable, real-time insights
Champion the centralized tracking of "Cost Per Task" and individual staff overheads to unlock radical cost efficiencies
Close the loop between quality and execution by automating direct feedback channels from QA back to business stakeholders
Act as the driving force behind cross-departmental technical projects

Proactively reinvent headcount planning, monthly scheduling, and real-time intraday management
Lead the deprecation of third-party WFM tools
Actively challenge the status quo of back-office processes
Serve as the proactive technical engine driving the QA roadmap
Design and own a centralized, automated data ecosystem
Design and implement sophisticated, automated cost efficiency models
Establish a resilient, fast-moving change management process for tech updates
Proactively manage and align internal stakeholders

Head of Workforce and Player Operations Technology

Key skills