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FanDuel // one-day fantasy sports
Jersey City, New Jersey    Posted: Tuesday, November 10, 2020
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FanDuel Group is a world-class team of brands & products all built with one goal in mind  to give fans new & innovative ways to interact with their favorite games, sports, teams, & leagues. Thats no easy task, which is why were so dedicated to building a winning team. And make no mistake, we are here to win, but we believe in winning right. That means well never compromise when it comes to looking out for our teammates. From our many opportunities for professional development to our generous insurance & paid leave policies, were committed to making sure our employees get as much out of FanDuel as we ask them to give.

FanDuel Group is based in New York, with offices in California, New Jersey, Florida, Oregon & Scotland. Our brands include:

  • FanDuel  A game-changing real-money fantasy sports app
  • FanDuel Sportsbook  Americas #1 sports betting app
  • TVG  The best-in-class horse racing TV/media network & betting platform
  • FanDuel Racing  A horse racing app built for the average sports fan
  • FanDuel Casino & Betfair Casino  Fan-favorite online casino apps
  • FOXBet A world-class betting platform & affiliate of FanDuel Group 
  • PokerStars The premier online poker product & affiliate of FanDuel Group 

Our roster has an opening with your name on it

Responsible for helping to execute FanDuels new WFM strategy & assist in the implementation of our selected WFM tool Agyle Time. The Workforce Management Manager will be responsible for implementing processes & systems to manage our multi-site, internal fan customer service operation. The right candidate will experience a wide range of problem-solving situations requiring extensive use of data collection & analysis. If you have prior experience developing contact demand forecasts, capacity requirements & shift scheduling models based on contact arrival patterns & historical contact rates you could be the perfect fit for this role. The role will also be responsible for helping to re-factor our real-time adherence organization, monitoring contact volume vs. forecast & helping our entire contact center operations capacity planning & real-time management of staffing.

Everyone on our team has a part to play

  • Assist in the implementation workforce management tool (Agyle Time) & mature workforce planning model
  • Help maintain contact forecasting models utilizing of usage & acquisition forecasts & contact rates
  • Update dashboards & actionable insights that enable call center leadership to effectively manage staff attendance & productivity
  • Execute projects & problems related to workforce management & be passionate about continuous improvement
  • Work with others across the organization to get things done
  • Deliver multi-mode communications that convey a clear understanding of the unique needs of different audiences & propose solutions to meet those needs
  • Learn quickly when faced with new situations in a fast pace environment
  • Take various data sets within excel & extract important insights to inform key decisions
  • Additional responsibilities as assigned or requested

What we're looking for in our next teammate 

  • 5+ years of experience in workforce management for customer service is essential
  • 1+ years of people management experience
  • A bachelors degree in relevant field preferred
  • Experience with leading workforce management tools & methodologies (Aspect, Agyle Time, Verint Monet, NICE WFM, Erlang C, etc.)
  • Experience with workforce planning in a multi-skilled agent environment
  • Experience implementing processes that define the operating model for FanDuels workforce management & real time adherence practice
  • Excellent problem-solving skills
  • Ability to communicate with & influence stakeholders at various levels throughout the organization
  • Knowledge & understanding of the sports & online gaming industry preferred

We treat our team right

Competitive compensation is just the beginning. As part of our team, you can expect:

  • An exciting & fun environment committed to driving real growth
  • Opportunities to build really cool products that fans love
  • Mentorship & professional development resources to help you refine your game
  • Flexible vacation allowance to let you refuel
  • Hall of Fame benefit programs & platforms

FanDuel Group is an equal opportunities employer. Diversity & inclusion in FanDuel means that we respect & value everyone as individuals. We don't tolerate bias, judgement or harassment.  Our focus is on developing employees so that they reach their full potential.

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