Real-Time Workforce Planner (WFM)

BetMGM LLC; United States; Remote; USD 49,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life

401(k) match

FSA & commuter savings

Flexible PTO

Professional development reimbursement

Employee resource groups

Swag & ticket giveaways

Job summary

BetMGM in Jersey City, NJ seeks a Real-Time Associate to optimize staffing across queues using established tools and guidelines. You will join a brand-new Workforce Management team focusing on data-driven decisions and cross-functional collaboration to deliver optimal customer support.

The role requires experience with 24/7 operations, handling peak times and SLA goals; familiarity with NICE CXone and Zendesk is essential. Hourly compensation with a performance-based bonus plan is offered.

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.

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.

Skills

Data-driven

Communication skills

Adaptability

Leadership

Problem solving

Tools

Zendesk

NICE IEX

Job description

BetMGM in Jersey City, NJ seeks a Real-Time Associate to optimize staffing across queues using established tools and guidelines. You will join a brand-new Workforce Management team focusing on data-driven decisions and cross-functional collaboration to deliver optimal customer support.

The role requires experience with 24/7 operations, handling peak times and SLA goals; familiarity with NICE CXone and Zendesk is essential. Hourly compensation with a performance-based bonus plan is offered.