Real Time Associate

BetMGM LLC; Jersey City, Northern (NJ, KY); Hybrid; USD 49,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

401(k) with company match

Pre-tax FSA commuter savings

Flexible PTO

Professional development reimbursement

Job summary

BetMGM LLC in Jersey City, NJ, seeks a Real-Time Associate to optimize staffing and queue management using established tools and guidelines.

You will join a new Workforce Management team, collaborating across analytics and operations to deliver data-driven decisions and maintain service levels.

Requires 3+ years in customer operations, experience with WFM tools, Zendesk, and NICE IEX; licensing eligibility and a passion for gaming.

Qualifications

• 3+ years of experience in Customer Operations, ideally in a Workforce management role.
• Experience with workforce management tools and CRMs such as Zendesk.
• Experience in NICE IEX platforms is ideal.
• Data-driven and continuous improvement behaviors are essential.
• Background in reporting.
• Superior communication skills across stakeholders.

Responsibilities

• Support the maintenance of real-time, historical, and customer reports to improve agent queue adherence.
• Monitor contact center performance and make real-time staffing adjustments across multiple queues to meet SLA goals.
• Monitor multi-channel real-time adherence and communicate with teams.
• Provide feedback during development of new and redesigned processes based on long-term strategies and tactical priorities.
• Collaborate with associates and management to highlight areas of improvement.
• Support continuous improvement with Insights and Analytics teams.
• Report on KPI and metric trends close to real-time, intra-day, daily and weekly.

Skills

Data-driven

Reporting

Communication

Process optimization

Stakeholder management

Adaptability

Tools

NICE IEX

Zendesk

Job description

**Discover What’s Possible at BetMGM** Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business. As a valued team member, we’re committed to giving you the resources and support you need to thrive. Our benefits and perks include:* Medical, Dental, Vision, Life, and Disability Insurance* 401(k) with company match* Pre-tax spending accounts including health care FSA and commuter savings* Flexible paid time off* Professional development reimbursement and ongoing skills training opportunities* Employee resource groups* Swag, ticket giveaways, and more!At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.**The Opportunity**About the Role As a Real -Time Associate, you will be responsible for maximizing resources to ensure the right number of associates are in the right place, queue, and channel at the right time, through the use of established tools and guidelines. You will be part of an exciting brand-new Workforce Management team, that will endeavor to use collaboration, transparency, data-driven skills and creative use of tools to strive to be the best workforce in the sports betting and gaming business. This individual must be highly experienced in working for non-standard customer service centers (such as 24/7 support, hyper-growth, segmented service based on value & location of customer, and adherence to sports schedules). This individual must be a team player, data-driven and strive for continuous improvement. Experience with NICE CXone and Zendesk is essential.Location***Jersey City, NJ***Compensation Structure***Hourly*****Responsibilities*** Support the maintenance of real-time, historical, and customer reports in a timely manner to improve the efficiency and effectiveness of agent queue adherence with regards to the forecasts provided to you* Monitor contact center performance with established tools and resources and make real-time staffing adjustments across multiple queues to ensure that service-level agreement goals (SLA) are met* Monitor multi-channel, real-time adherence and communicate with teams* Provide feedback during development of new and/or redesigned processes based on long-term strategies, but also short term and tactical priorities* Partner effectively with various associates and their management in an approachable and collaborative way to highlight areas of improvement* Collaborate within the Workforce Management team to support continuous improvement* Work with Insights and Analytics teams to ensure the WFM team are supported from a data-driven capability as much as possible* Report on KPI and metric trends close to real-time, intra-day, daily and weekly**Qualifications*** ***Ability to gain and maintain a Gaming License through the proper regulatory body******** 3+ years of experience working in Customer Operations, ideally in a Workforce management role* Experience with using workforce management tools, as well as CRMs such as Zendesk* Experience in NICE IEX platforms is ideal* Data-driven and continuous improvement behaviors are essential* Background in reporting* Superior communication skills and confidence in managing varying levels of stakeholders is essential* Ability to adapt to changing needs and priorities, pivoting easily to achieve goals and deadlines* A creative thinker with proven ability to visualize and operationalize outcomes* Experience working in an innovative and fast-paced environment is a plus* Experience or interest in sports betting & gaming a plus* Assertive yet professional demeanor, persistent and willing to lead the way* Be a culture-builder, leveraging the organization’s passion for serving our players across various jurisdictionsApplicants must possess legal authorization to work for our company in the U.S. without the need for immigration sponsorship. At this time, this role is not eligible for immigration-related employment authorization sponsorship including H-1B, O-1, E-3, TN, OPT, etc.**Compensation** The pay range for this position is as follows: 49,000.00--65,400.00Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.**Gaming Compliance & Licensing Requirements** As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.**About BetMGM** BetMGM is revolutionizing sports betting and online gaming in the United States and Canada. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Casino, BetMGM Sportsbook, Borgata Online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants. If you need assistance or accommodation with your application due to a disability, you may contact us at [e-mail] job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time.