Remote Workforce Management Coordinator
FanDuel
π΅ $40k-$56k
πRemote - United States
Please let FanDuel know you found this job on JobsCollider. Thanks! π
Job highlights
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 agentβs 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
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