Planning & Governance Specialist – Real-time Workforce Monitoring

About the role

Flutter is seeking a Planning & Governance Specialist to ensure smooth real‑time operations within its Workforce Management (WFM) team. You will monitor workforce performance, generate accurate reports, and flag any discrepancies to support efficient service delivery.

Key responsibilities

• Monitor real‑time adherence and workforce performance, escalating issues as needed.
• Send daily, hourly, and ad‑hoc reports via email to relevant stakeholders.
• Update and validate reports to guarantee data accuracy and consistency.
• Proof‑check workforce data, identifying and reporting discrepancies.
• Communicate with operational teams to align real‑time adjustments with business needs.
• Support queue management by tracking service levels, occupancy, and agent performance.
• Assist in maintaining WFM system data integrity.
• Participate in daily team rotations, ensuring all monitoring tasks are completed.
• Collaborate with WFM Leads to improve reporting processes and efficiency.

Required profile

• Bachelor’s degree in Business Administration, Operations, or a related field (preferred).
• At least 1 year of experience in workforce management, real‑time monitoring, or reporting.
• Experience with WFM software such as Calabrio or Zucchetti is a plus.
• Proficiency in Excel (VLOOKUP, pivot tables, conditional formatting).
• Strong attention to detail and ability to process large data volumes efficiently.
• Excellent communication skills and ability to work in a fast‑paced, real‑time environment.
• Fluent in Italian (written & spoken) and good command of English.

Required skills

• Excel
• Calabrio
• Zucchetti

What we offer

• Permanent contract
• Food allowance and pension fund
• Company‑provided laptop and mobile phone
• Flexible working hours with smart‑working options
• 24 extra hours paid leave
• Preferential banking products from Intesa Sanpaolo
• Supplementary private health insurance and access to a company doctor
• Flutter Sharesave Plan
• Inclusive work environment