Workforce Management Supervisor

Summary

Join FanDuel's dynamic team as a Workforce Management Supervisor! You'll lead a team monitoring service levels and site performance, ensuring efficient handling of customer inquiries across various channels. This high-visibility role requires 3+ years of supervisory experience in workforce management, strong communication skills, and the ability to make critical decisions. A flexible schedule, including holidays, is required, and licensure is mandatory. FanDuel offers a competitive salary, comprehensive benefits including medical, vision, dental, life, and disability insurance, a 401(k) matching program, paid time off, and opportunities for professional development. Embrace a fun, growth-oriented environment where you'll contribute to building products fans love.

Requirements

• 3+ years of experience supervising and managing a team
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment
• Strong interpersonal and 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
• Ability to work a flexible schedule, including holidays

Responsibilities

• Supervise a team of Workforce Management Coordinators responsible for monitoring real time Customer Support Agents’ adherence while realigning resources in real time to optimize coverage and service level needs
• Ensure accuracy of daily operations such as attendance monitoring and real time scheduling changes or updates
• Have real time communication with the WFM team and operations when call outs or changes need to be done
• Provide quality control oversight and team workload distribution
• Coach, manage, and develop Workforce Management Coordinators including weekly 1:1 meetings
• Prepare reporting on daily Key Performance Metrics and make recommendations for change based on results
• Train the team on standard policies and procedures, while coaching them to think creatively and passionately about ways in which we can improve
• Conduct performance appraisals and continuously promote and support developmental growth for the team
• Issue performance documentation, including written warnings or performance improvement plans when necessary
• Assist with email correspondence to Customer Support Agents and other departments regarding inquires
• Build and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
• Additional responsibilities as assigned or requested as the needs of the business evolve

Preferred Qualifications

• Previous experience in a Workforce Management role
• Associate or bachelor’s degree

Benefits

• 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
• 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