Workforce Management Coordinator (OvernightWeekends) at FanDuel

THE POSITIONOur roster has an opening with your name on itThe 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.In addition to the specific responsibilities outlined above employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.THE GAME PLANEveryone on our team has a part to playIntraday real time monitoring of service levels for all queues at all sitesReal time monitoring of agents performance from all teams at all sitesDrive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goalsCommunicate and call out changes to incoming contact patterns to operations and the broader WFM teamHave a real time communication with the WFM team and operations when call outs or changes need to be doneUpdate and send reports related to the performance for all teamsBuild and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are metReview and process vacation time off and overtime requests in real-timeHandle various contacts types including Chat Email Inbound and Outbound voice calls with our CustomersMaintain composure in critical situations and communicate clearly with both internal and external stakeholdersDemonstrates high degree of ability to analyze data using the data to drive decision making and implement effective resolutionsProvide assistance to the WFM team as needed THE STATSWhat were looking for in our next teammate1 years of experience in a contact center environment1 years of previous experience in a Workforce Management role as a Real Time Analyst preferredPrior experience working with a WFM software solutionFunctional knowledge of Salesforce or similar call management system(s)Proven experience with NICE IEX or other WFM platformIntermediate level proficiency in ExcelDemonstrates high degree of ability to analyze data and use the data to drive decision making and implement effective resolutionsProven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environmentFunctional knowledge of Call Center agent workflow/routing (skilling and leveling) preferredAbility to work nights and weekends.ABOUT FANDUELFanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: Americas #1 Sportsbook FanDuel Sportsbook; its leading iGaming platform FanDuel Casino; the industrys unquestioned leader in horse racing and advance-deposit wagering FanDuel Racing; and its daily fantasy sports product. In addition FanDuel Group operates FanDuel TV its broadly distributed linear cable television network and FanDuel TV its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states Canada and Puerto Rico.The company is based in New York with US offices in Los Angeles Atlanta and Jersey City as well as global offices in Canada and Scotland. The companys affiliates have offices worldwide including in Ireland Portugal Romania and Australia.FanDuel Group is a subsidiary of Flutter Entertainment the worlds largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).PLAYER BENEFITSWe treat our team rightWe offer amazing benefits above and beyond the basics. We have an array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning mental health support and fitness benefits. We offer generous paid time off (PTO & sick leave) annual bonus and long-term incentive opportunities (based on performance) 401k with up to a 5% match commuter benefits pet insurance and more - check out all our benefits here: FanDuel Total Rewards. *Benefits differ across location role and level.FanDuel is an equal opportunities employer and we believe as one of our principles states We are One Team!. As such we are committed to equal employment opportunity regardless of race color ethnicity ancestry religion creed sex national origin sexual orientation age citizenship status marital status disability gender identity gender expression veteran status or any other characteristic protected by state local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued respected and included.FanDuel is committed to providing reasonable accommodations for qualified individuals with disabilities. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please email.The applicable hourly range for this position is $20.19 - $25.00 USD which is dependent on a variety of factors including relevant experience location business needs and market demand. This role may offer the following benefits: medical vision and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation including but not limited to cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.#LI-HybridRequired Experience:IC Key Skills Abinitio,Lifting Equipment,Customer Service,Apache Commons,Business Management Employment Type : Full Time Experience: years Vacancy: 1 Monthly Salary Salary: 20 - 25