Workforce Management Coordinator (Overnight/Weekends)

FanDuel • New York City, NY

18d • $20 - $25

About The Position

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. 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 PLAN Everyone on our team has a part to play

Requirements

• 1+ years of experience in a contact center environment
• 1+ years of previous experience in a Workforce Management role as a Real Time Analyst preferred
• Prior experience working with a WFM software solution
• Functional knowledge of Salesforce or similar call management system(s)
• Proven experience with NICE IEX or other WFM platform
• Intermediate level proficiency in Excel
• Demonstrates high degree of ability to analyze data and use the data to drive decision making and implement effective resolutions
• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
• Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred
• Ability to work nights and weekends.

Nice To Haves

• 1+ years of previous experience in a Workforce Management role as a Real Time Analyst preferred
• Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred

Responsibilities

• 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 time off 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

Benefits

• We 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees