Real-Time Workforce Planner

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

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.