Vacancy Type:
23 (Entain)

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:
  • 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

About Entain

We may sit on the FTSE100, but for millions of customers worldwide, we’re the brands they hold in their hands – and heart. As the home of household names like Ladbrokes, Foxy and PartyPoker, to name just a few, we elevate lives with moments of excitement. And right now we’re elevating ourselves above the competition. We’re leading the industry in bold new directions - and it’s our diverse and talented team who are making this possible. Believe us, the best is yet to come. For our customers. For our future. For your career.

DEI and Wellbeing @ Entain

Our vision is to be the world leader in betting, gaming and interactive entertainment, and we know that the most successful businesses are the most sustainable ones. Diversity and inclusion is key to sustainability and success and our goal is to attract, engage and retain the best talent globally, bringing the best thinking to our business from inside and outside of our sector. Our ambition is to make sure everyone at Entain feels valued, respected and included. Inclusion is embedded in everything we do, because we know when we feel respected and heard, we do our best work. Sustainability drives everything we do, and doing what’s right is one of our core values. Diverse teams have more creativity, imagination, innovation and problem solving capabilities. We are committed to tackling inequalities and creating a diverse and inclusive business. Here, we celebrate our individual differences, and make sure everyone feels supported, respected, and empowered to thrive – and that starts from the moment you apply to join us. We want our employees to feel healthy and supported at home and at work. That’s why we have our Well-me programme, which provides information, tools and training to help our people look after their mental and physical wellbeing in ways that matter to them.

Life @ Entain

We’re a team who love to play, and win, together. We love building bonds between our people, and we love to build your career up too. Join us, and we won’t just be your employer, we’ll be your biggest cheerleader. We’ll give you the power to lead the conversation on your learning and career goals from day one, and then get behind you with all the support you need to take your career – and our business – to new heights.