Role Purpose:
As a Workforce Realtime Supervisor for BetMGM, you will be responsible for a team of Realtime analysts, making sure they 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. People management and agent performance management 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
- Utilize the skills of your analyst team to the best of their ability, monitor their performance and adherence to tasks
- Ensure the real time analysts are monitoring contact center performance and are making real-time staffing adjustments across multiple queues 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”
- 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 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 team, work closely with the Workforce manager and insights teams to embrace continuous improvement
- Work with teams across multiple geographies to collaborate on the management and improvement of the workforce
- Lead your analytics team with integrity and approachability, be a mentor for your analysts through one-to-ones, training, coaching and feedback sessions.
- 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
Essential
- 4+ years of experience working in Customer Operations, ideally Supervisor level in a Workforce management role.
- Agent or Realtime analyst management and mentoring is essential
- Experience with using workforce management tools, as well as CRMs such as Zendesk
- Experience in NICE IEX platforms is essential
- ●Data-driven and continuous improvement behaviors are essential
- ●Superior communication skills and confidence in managing varying levels of stakeholders is essential
- ●You adapt well to changing needs and priorities and can pivot easily to achieve goals and deadlines
- ●Strategic and creative thinker with proven ability to visualize and operationalize strategies
- ●Experience working at innovative and fast-paced environment.
- ●Experience and interest in Sports betting & gaming a plus
- ●Amenable to work on a shifting schedule, Including holidays.
Specialist skills and experience:
