ABOUT FANDUEL GROUP
There are more ways to win, here at FanDuel. We’re willing to bet on it.
THE ROSTER…
At FanDuel Group, we give fans a new and innovative way to interact with their favorite games, sports, and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creative professionals to cutting-edge technology innovators, FanDuel offers a wide range of career opportunities, best-in-class benefits, and the tools to explore and grow into your best self. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.
WHO WE ARE…
FanDuel Group is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.
FanDuel Group has a presence across all 50 states with approximately 17 million customers and nearly 30 retail locations. The company is based in New York with offices in California, New Jersey, Florida, Oregon, Georgia, Portugal, Romania and Scotland.
Its network FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer OTT platforms.
FanDuel Group is a subsidiary of Flutter Entertainment plc, the world’s largest sports betting and gaming operator with a portfolio of globally recognized brands and a constituent of the FTSE 100 index of the London Stock Exchange.
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.
THE GAME PLAN:
Everyone on our team has a part to play
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
THE STATS:
What we’re looking for in our next teammate
Minimum of 1 year of experience in a contact center environment
Minimum of 1 year 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 Agyle Time or similar call management system(s)
Proven experience with Aspect 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 nontraditional work hours if needed
PLAYER CONTRACT:
We treat our team right
From our many opportunities for professional development to our generous insurance and paid leave policies, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:
An exciting and fun environment committed to driving real growth
Opportunities to build really cool products that fans love
Mentorship and professional development resources to help you refine your game
Flexible vacation allowance to let you refuel
Hall of Fame benefit programs and platforms