ABOUT FANDUEL
FanDuel Group is the premier mobile gaming company in the United States. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America’s #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.
In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states and Puerto Rico.
The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia.
FanDuel Group is a subsidiary of Flutter Entertainment, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).
THE POSITION
Our roster has an opening with your name on it
The Workforce Management Coordinator will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams.
THE GAME PLAN
Everyone on our team has a part to play
- Intraday real time monitoring of service levels for all queues at all sites
- Real time monitoring of agent’s performance from all teams at all sites
- Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
- Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
- Have a real time communication with the WFM team and operations when call outs or changes need to be done
- Update and send reports related to the performance for all teams
- Build and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
- Review and process vacation time off and overtime requests in real-time
- Handle various contacts types including Chat, Email, Inbound and Outbound voice calls with our Customers
- Maintain composure in critical situations and communicate clearly with both internal and external stakeholders
- Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
- Provide assistance to the WFM team as needed
THE STATS
What we're looking for in our next teammate
- 1+ years of experience in a contact center environment
- 1+ years of previous experience in a Workforce Management role as a Real Time Analyst preferred
- Prior experience working with a WFM software solution
- Functional knowledge of Salesforce or similar call management system(s)
- Proven experience with NICE IEX or other WFM platform
- Intermediate level proficiency in Excel
- Demonstrates high degree of ability to analyze data and use the data to drive decision making and implement effective resolutions
- Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
- Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred
- Ability to work nights and weekends.
PLAYER BENEFITS
We treat our team right
We offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits. We offer generous paid time off (PTO & sick leave), annual bonus and long-term incentive opportunities (based on performance), 401k with up to a 5% match, commuter benefits , pet insurance, and more - check out all our benefits here: FanDuel Total Rewards. *Benefits differ across location, role, and level.
FanDuel is an equal opportunities employer and we believe, as one of our principles states, “We are One Team!”. As such, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or another other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.
The applicable hourly range for this position is $19.71 - $26.97 USD, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.
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