Workforce Management Supervisor (Nights & Weekends)

FanDuel

86d • $70,000 - $88,000

About The Position

The Workforce Management Supervisor will be responsible for managing a team focused on 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.

Requirements

• 1+ years of experience supervising and managing a team
• Previous experience in a Workforce Management role preferred
• Associate or bachelor’s degree preferred
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
• Ability to make critical decisions while following company procedures
• Ability to work a flexible schedule, including nights and weekends
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies

Responsibilities

• Supervise a team of Workforce Management Coordinators responsible for monitoring real time Customer Support Agents’ adherence while realigning resources in real time to optimize coverage and service level needs
• Ensure accuracy of daily operations such as attendance monitoring and real time scheduling changes or updates
• Have real time communication with the WFM team and operations when call outs or changes need to be done
• Provide quality control oversight and team workload distribution
• Coach, manage, and develop Workforce Management Coordinators including weekly 1:1 meetings
• Prepare reporting on daily Key Performance Metrics and make recommendations for change based on results
• Train the team on standard policies and procedures, while coaching them to think creatively and passionately about ways in which we can improve
• Conduct performance appraisals and continuously promote and support developmental growth for the team
• Issue performance documentation, including written warnings or performance improvement plans when necessary
• Assist with email correspondence to Customer Support Agents and other departments regarding inquiries
• Build and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
• Additional responsibilities as assigned or requested as the needs of the business evolve

Benefits

• Array of health plans to choose from (some as low as $0 per paycheck)
• Programs for fertility and family planning
• Mental health support
• Fitness benefits
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree