Workforce Management Coordinator

Summary

Join a dynamic team at FanDuel, where you'll have the opportunity to work on innovative projects, develop your skills, and be part of a diverse and inclusive workforce. As a Workforce Management Coordinator, you'll play a crucial role in ensuring effective management of incoming and outbound phone, chat, and email volume.

Requirements

• 1+ years of experience in a contact center environment
• 1+ years 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 Salesforce or similar call management system(s)
• Proven experience with NICE IEX 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 nights and weekends

Responsibilities

• 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

Benefits

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Career and professional development resources to help you refine your game plan for owning and driving your career and development
• Be well, save well and live well - with FanDuel Total Rewards your benefits are one highlight reel after another
• Medical, vision, and dental insurance
• Life insurance
• Disability insurance
• A 401(k) matching program
• Paid personal time off
• 14 paid company holidays
• Paid sick time in accordance with all applicable state and federal laws