Workforce Management Coordinator

Summary

Join FanDuel Group as a Workforce Management Coordinator and play a crucial role in real-time monitoring of service levels and site performance for our contact center operations. You will ensure effective management of incoming and outbound phone, chat, and email volume, working closely with operations and WFM teams. This highly visible position requires strong analytical skills, excellent communication, and the ability to drive real-time adherence to performance goals. You will also handle vacation time off and overtime requests, build relationships with stakeholders, and provide assistance to the WFM team as needed. The ideal candidate possesses experience in contact center and workforce management, along with proficiency in WFM software and data analysis.

Requirements

• 1+ years of experience in a contact center environment
• 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
• 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
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
• Provide assistance to the WFM team as needed

Preferred Qualifications

• 1+ years of previous experience in a Workforce Management role as a Real Time Analyst
• Functional knowledge of Call Center agent workflow/routing (skilling and leveling)

Benefits

• Array of health plans to choose from (some as low as $0 per paycheck) that include programs for fertility and family planning, mental health support, and fitness benefits
• Generous paid time off (PTO & sick leave)
• Annual bonus and long-term incentive opportunities (based on performance)
• 401k with up to a 5% match
• Commuter benefits
• Pet insurance
• Medical, vision, and dental insurance
• Life insurance
• Disability insurance
• A 401(k) matching program
• Short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation
• Paid personal time off
• 14 paid company holidays
• Paid sick time in accordance with all applicable state and federal laws