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FanDuel // one-day fantasy sports
Jersey City, New Jersey    Posted: Wednesday, March 03, 2021
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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

The Workforce Management Coordinator will be responsible for real time monitoring of service levels & site performance during the day to ensure effective management of the incoming & outbound phone, chat & email volume. The position will have high visibility to all the operations teams.

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 agents performance from all teams at all sites
  • Drive real-time adherence to the expected capacity against the actual performance to achieve service levels & efficiency metric goals
  • Communicate & call out changes to incoming contact patterns to operations & the broader WFM team
  • Have a real time communication with the WFM team & operations when call outs or changes need to be done
  • Update & send reports related to the performance for all teams
  • Build & maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
  • Review & process vacation & overtime requests in real-time
  • Handle various contacts types including Chat, Email, Inbound & Outbound voice calls with our Customers
  • Maintain composure in critical situations & communicate clearly with both internal & external stakeholders
  • Demonstrates high degree of ability to analyze data, using the data to drive decision making & implement effective resolutions
  • Provide assistance to the WFM team as needed

What we're looking for in our next teammate 

  • 1+ years of experience in a contact center environment
  • 1+ years previous experience in a Workforce Management role as a Real Time Analyst preferred
  • Working experience with Aspect or other WFM platform
  • Strong interpersonal & 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
  • Functional knowledge of Agyle Time or similar call management system(s)
  • Functional knowledge of Call Center agent workflow/routing (skilling & leveling) preferred
  • Ability to work nontraditional work hours if needed

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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