Role Purpose:
As a Workforce Realtime analyst for BetMGM, you will be responsible for maximizing resources to ensure the right number of agents are in the right place, queue, and channel at the right time, through scheduling and Realtime intraday queue management and adherence processes.
You will be part of an exciting brand-new Workforce Management team, that will endeavor to use collaboration, transparency, data driven skills and creative use of tools to strive to be the best Workforce in the sports betting and gaming business.
This individual must be highly experienced in working for non-standard customer service centers (such as 24/7 support, hyper-growth, segmented service based on value & location of customer, and adherence to sports schedules).
This individual must be a team player, data-driven and strive for continuous improvement. Experience with NICE CXone and Zendesk is essential.
Key Responsibilities:
- Support the maintenance of real-time, historical and customer reports, and analyze trends 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 and make real-time staffing adjustments across multiple queues across all channels (Voice, Chat and Emails) to ensure that service goals are met.
- Optimize the use of WFM tools and resources to meet the needs of the fast-paced customer service organization as defined by “service level agreements”. Movement of resource, prioritization of specific channels (Eg Email), changing of chat concurrency settings.
- Monitor multi-channel real time adherence and communicate with teams when agents are out of adherence.
- Ensure that schedules are followed, including start and end shift times, break times, planned meetings, training, adhoc meetings/training and other activities.
- Assist in the development of new and/or redesigned processes based on long-term strategies, but also short term and tactical priorities
- Partner effectively with customer service agents and their management in an approachable and collaborative way to highlight areas of improvement when it comes to agent adherence
- Recognize areas you may need assistance in within your role, to easily monitor agent adherence and share with team members, to embrace continuous improvement
- Work with teams across multiple geographies to collaborate on the management and improvement of the workforce
- Work with Insights and Analytics teams to ensure the WFM team are supported from a data-driven capability as much as possible, to report on KPI and metric trends close to real-time, intra-day, daily and weekly.
- Lead with an open-minded view on WFM in the betting industry, understanding we are underpinned by regulators, but willing to be creative to meet demand and exceed performance metrics
- Other task that may be assigned from time to time
Specialist skills and experience:
Essential
- Able to communicate clearly and confidently from agent up to senior level
- Strong communication, time management and stakeholder management skills essential.
- Ability to act proactively, and to deal with conflict
- Flexible approach to working hours.
- A high degree of energy, drive and enthusiasm demonstrating a clear passion for the customer (Internal and External)
- A team player with the ability to work under own initiative
- Data-driven and continuous improvement behaviors are essential
- Background in reporting and data analytics
- Self-motivated with the ability to plan and prioritize multiple tasks whilst working to tight deadlines.
- Maintain good communication throughout the team, sharing best practices and local processes with peers across the wider operation.
- Ability to use Office and Excel tools
- 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
