Workforce Management Coordinator (Nights and Weekends)

ABOUT FANDUEL

FanDuel Group (“FanDuel") is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.

FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey , Georgia, California, Oregon, Canada and Scotland.

Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.

FanDuel Group is a subsidiary of Flutter Entertainment plc, 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 ROSTER

At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.

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

From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Mentorship and professional development resources to help you refine your game
• Be well, save well and live well - with FanDuel Total Rewards your benefits are one highlight reel after another 

FanDuel is an equal opportunities employer and we believe, as one of our principal states, “We Are One Team!”  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.  We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance.  Having a diverse and inclusive workforce is a core value that we believe makes FanDuel stronger and more competitive as One Team!

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