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FuboTV // cloud based TV service for soccer
 
Remote / New York City    Posted: Monday, May 23, 2022
 
   
 
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JOB DETAILS
 

About fuboTV:

fuboTV is the worlds only sports-focused live streaming TV service with top leagues & teams, plus popular shows, movies & news for the entire household. We have 100+ live TV channels, including the FOX, NBC, CBS, ABC & Disney broadcast catalogs, plus Showtime, Starz, Epix, AMCand thousands of on-demand titles! fuboTV can be accessed on multiple platforms, including Web, Android, iOS, tvOS, Fire TV, Android TV, Roku, XBox, smart TV's & Chromecast.

Were rapidly growing in employees, subscribers & our content offerings- which means we need your help taking us to the next level. 

fuboTV is committed to excellence through diversity, which involves attracting talented people from diverse backgrounds & traditions. We encourage everyone to apply.

About the Role:

The Workforce Analyst is responsible for forecasting service level & contact patterns as well as maintaining fuboTVs contact routing & prioritization. This role ensures contact center service levels are met & customers are able to reach assistance within an acceptable ASA. 

Job Details:

  • Forecast contact volume on a daily, weekly, & monthly basis
  • Provides short-term & long-term staffing requirements on different lines of business(Customer service, retention, sales, tech support) & channels (voice, SMS, chat etc)
  • Assists in defining & creating reports to measure service levels
  • Analyzes real-time & historical data & provides recommendations to improve service levels, workflow processes, etc. 
  • Schedule internal fubo Care teams
  • Audit schedules & skilling to ensure vendors staff to the forecasted need
  • Maintains & configures NICE InContact system including but not limited to IVR optimization, contact routing, agent proficiency, testing, etc. 
  • Assess existing processes & systems, & identify opportunities for improvement. 
  • Assists with administration of other fuboTV customer care tools (Zendesk, Sprout, etc.)

What to Bring:

  • Proficient with customer care WFM & scheduling tools & technology, NICE InContact experience is preferred. 
  • Must have experience in call center forecasting 
  • Expert background in Microsoft Office (excel) 
  • A Bachelors Degree in statistics, mathematics, or related field is preferred. 
  • Strong analytical & problem-solving skills. 
  • Must be solution-oriented & able to meet deadlines 

Perks & Benefits:

  • At fuboTV, you will have the opportunity to personally influence what live media looks like after it goes through its next big transformation
  • Professional development courses & learning opportunities 
  • fuboTV provides a highly competitive compensation based on experience & market standards
  • Robust benefit package including Health/Dental/Vision coverage sponsored up to 100% for employees, 401k, Life Insurance, & commuter benefits
  • Free Premium fuboTV Account
  • Health & Wellness initiatives
  • Unlimited PTO days & regular company-wide activities.
  • fuboTV's main Headquarters are located in Midtown Manhattan.
  • fuboTV is an e-verified company






 
 
 
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