Real-Time Workforce Planner

BetMGM; New Jersey; On-site; USD 67,502,000 - 90,095,000; Full time

Job summary

BetMGM is seeking a Real-Time Associate in Jersey City, NJ to maximize resources and place the right number of associates in the right places at the right times using established tools and guidelines.

You will join a brand-new Workforce Management team focused on collaboration, transparency, data-driven processes, and ongoing improvement to lead the sports betting and gaming operations.

Qualifications

• 3+ years of experience in Customer Operations, ideally in a Workforce management role.
• Experience with using workforce management tools and CRMs such as Zendesk.
• Data-driven and continuous improvement behaviors are essential.
• Superior communication skills and confidence in managing stakeholders.

Responsibilities

• Support maintenance of real-time, historical, and customer reports to improve queue adherence.
• Monitor center performance and make real-time staffing adjustments to meet SLA goals.
• Monitor multi-channel real-time adherence and communicate with teams.
• Provide feedback during development of new or redesigned processes based on long-term strategies.
• Collaborate within Workforce Management and with Insights and Analytics teams to support data-driven capability.
• Report on KPI trends close to real-time, intra-day, daily and weekly.

Skills

Data-driven

Stakeholder management

Reporting

Communication

Adaptability

Tools

Zendesk

NICE IEX

Job description

BetMGM is seeking a Real-Time Associate in Jersey City, NJ to maximize resources and place the right number of associates in the right places at the right times using established tools and guidelines.

You will join a brand-new Workforce Management team focused on collaboration, transparency, data-driven processes, and ongoing improvement to lead the sports betting and gaming operations.