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Workforce Management Coordinator

Company: FanDuel
Location: Jersey City
Posted on: April 2, 2021

Job Description:

FanDuel Group is a world-class team of brands and products all built with one goal in mind ---to give fans new and innovative ways to interact with their favorite games, sports, teams, and leagues. That's no easy task, which is why we're so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means we'll never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance and paid leave policies, we're committed to making sure our employees get as much out of FanDuel as we ask them to give. FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon and Scotland. Our brands include:

  • FanDuel ---A game-changing real-money fantasy sports app
  • FanDuel Sportsbook ---America's #1 sports betting app
  • TVG ---The best-in-class horse racing TV/media network and betting platform
  • FanDuel Racing ---A horse racing app built for the average sports fan
  • FOXBet - A world-class betting platform and affiliate of FanDuel Group--
  • PokerStars - The premier online poker product and affiliate of FanDuel Group-- THE POSITION--
    Our roster has an opening with your name on it The Workforce Management Coordinator will be responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams. THE GAME PLAN
    Everyone on our team has a part to play
    • Intraday real time monitoring of service levels for all queues at all sites
    • Real time monitoring of agent's performance from all teams at all sites
    • Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
    • Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
    • Have a real time communication with the WFM team and operations when call outs or changes need to be done
    • Update and send reports related to the performance for all teams
    • Build and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
    • Review and process vacation and overtime requests in real-time
    • Handle various contacts types including Chat, Email, Inbound and Outbound voice calls with our Customers
    • Maintain composure in critical situations and communicate clearly with both internal and external stakeholders
    • Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
    • Provide assistance to the WFM team as needed THE STATS
      What we're looking for in our next teammate--
      • 1+ years of experience in a contact center environment
      • 1+ years previous experience in a Workforce Management role as a Real Time Analyst preferred
      • Working experience with Aspect or other WFM platform
      • Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
      • Ability to make critical decisions while following company procedures
      • Functional knowledge of Agyle Time or similar call management system(s)
      • Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred
      • Ability to work nontraditional work hours if needed THE CONTRACT
        We treat our team right

        Competitive compensation is just the beginning. As part of our team, you can expect:
        • An exciting and fun environment committed to driving real growth
        • Opportunities to build really cool products that fans love
        • Mentorship and professional development resources to help you refine your game
        • Flexible vacation allowance to let you refuel
        • Hall of Fame benefit programs and platforms FanDuel Group is an equal opportunities employer. Diversity and inclusion in FanDuel means that we respect and value everyone as individuals. We don't tolerate bias, judgement or harassment. Our focus is on developing employees so that they reach their full potential. Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)? --*
          -- U.S. Equal Opportunity Employment Information (Completion is voluntary) Individuals seeking employment at FanDuel are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file. Gender Please select Are you Hispanic/Latino? Please select Race & Ethnicity Definitions If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows: A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability. A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service. An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense. An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985. Veteran Status Please select Form CC-305 OMB Control Number 1250-0005 Expires 05/31/2023 Voluntary Self-Identification of DisabilityWhy are you being asked to complete this form? We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years. Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . How do you know if you have a disability? You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition. Disabilities include, but are not limited to:
          • Autism
          • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
          • Blind or low vision
          • Cancer
          • Cardiovascular or heart disease
          • Celiac disease
          • Cerebral palsy
          • Deaf or hard of hearing
          • Depression or anxiety
          • Diabetes
          • Epilepsy
          • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
          • Intellectual disability
          • Missing limbs or partially missing limbs
          • Nervous system condition for example, migraine headaches, Parkinson's disease, or Multiple sclerosis (MS)
          • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression Disability Status Please select 1 Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp . PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Keywords: FanDuel, Jersey City , Workforce Management Coordinator, Executive , Jersey City, New Jersey

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