Remote Real-Time Workforce Planner

BetMGM LLC; New Jersey; On-site; USD 49,000 - 65,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life, and Dis

401(k) with company match

Pre-tax spending accounts including H/

Flexible paid time off

Professional development reimbursement

Employee resource groups

Swag, ticket giveaways, and more!

Job summary

BetMGM LLC in Jersey City, NJ is seeking a Real-Time Associate to optimize staffing across 24/7 operations. You will ensure the right number of agents are in the right places using established tools and guidelines in a fast-paced, data-driven environment.

You will work within a brand-new Workforce Management team, collaborating with Insights, Analytics and various stakeholders to drive continuous improvement and meet SLA targets in a sports betting and gaming setting.

Qualifications

• 3+ years in Customer Operations, ideally in a Workforce Management role.
• Experience with workforce management tools and Zendesk.
• Experience in NICE IEX platforms is ideal.
• Data-driven with strong communication and stakeholder management.

Responsibilities

• Support real-time and historical reports to improve agent queue adherence and SLA.
• Monitor performance and adjust staffing across queues to meet goals.
• Track multi-channel adherence and communicate with teams in real time.
• Provide input on new or redesigned processes based on long-term and short-term needs.
• Collaborate with associates and management to identify improvements.
• Support continuous improvement within the Workforce Management team.
• Work with Insights and Analytics to ensure data-driven support.

Skills

Data-driven

Communication skills

Adaptability

Tools

Zendesk

NICE IEX

NICE CXone

Job description

BetMGM LLC in Jersey City, NJ is seeking a Real-Time Associate to optimize staffing across 24/7 operations. You will ensure the right number of agents are in the right places using established tools and guidelines in a fast-paced, data-driven environment.

You will work within a brand-new Workforce Management team, collaborating with Insights, Analytics and various stakeholders to drive continuous improvement and meet SLA targets in a sports betting and gaming setting.