Real Time Associate
As a Real Time Associate, the individual is responsible for maximising resources to ensure the correct number of associates are in the right place, queue, and channel at the right time, through the use of established tools and guidelines. The role is part of an exciting brand-new Workforce Management team, which will endeavour to use collaboration, transparency, data-driven skills and creative use of tools to strive to be the best workforce in the sports betting and gaming business.
This individual must be highly experienced in working for non-standard customer service centres such as 24/7 support, hyper-growth, segmented service based on value & location of customer, and adherence to sports schedules. This individual must be a team player, data-driven and strive for continuous improvement. Experience with NICE CXone and Zendesk is essential.
- Support the maintenance of real-time, historical, and customer reports in a timely manner to improve the efficiency and effectiveness of agent queue adherence with regards to the forecasts provided.
- Monitor contact centre performance with established tools and resources and make real-time staffing adjustments across multiple queues to ensure that service-level agreement goals are met.
- Monitor multi-channel, real-time adherence and communicate with teams.
- Provide feedback during development of new and/or redesigned processes based on long-term strategies, but also short term and tactical priorities.
- Partner effectively with various associates and their management in an approachable and collaborative way to highlight areas of improvement.
- Collaborate within the Workforce Management team to support continuous improvement.
- Work with Insights and Analytics teams to ensure the WFM team are supported from a data-driven capability as much as possible.
- Report on KPI and metric trends close to real-time, intra-day, daily and weekly.
- Ability to gain and maintain a Gaming License through the proper regulatory body (required).
- 3+ years of experience working in Customer Operations, ideally in a Workforce management role (required).
- Experience with using workforce management tools, as well as CRMs such as Zendesk (required).
- Experience in NICE IEX platforms is ideal (preferred).
- Data-driven and continuous improvement behaviours are essential (required).
- Background in reporting (required).
- Superior communication skills and confidence in managing varying levels of stakeholders is essential (required).
- Ability to adapt to changing needs and priorities, pivoting easily to achieve goals and deadlines (required).
- A creative thinker with proven ability to visualise and operationalise outcomes (required).
- Experience working in an innovative and fast-paced environment is a plus (nice-to-have).
- Experience or interest in sports betting & gaming is a plus (nice-to-have).
- Assertive yet professional demeanour, persistent and willing to lead the way (required).
- Be a culture-builder, leveraging the organisation’s passion for serving our players across various jurisdictions (required).
- Applicants must possess legal authorisation to work for BetMGM in the U.S. without the need for immigration sponsorship (required).
- Medical, Dental, Vision, Life, and Disability Insurance
- 401(k) with company match
- Pre-tax spending accounts including health care FSA and commuter savings
- Flexible paid time off
- Professional development reimbursement and ongoing skills training opportunities
- Employee resource groups
- Swag, ticket giveaways, and more
- Performance-based bonus plan
BetMGM is a leading US sports betting and online gaming operator, formed in 2018 as a joint venture between MGM Resorts International and Entain. Headquartered in Jersey City, New Jersey, it holds exclusive access to MGM's land-based and online sports betting, poker and casino businesses across the United States and Canada. The company operates the BetMGM, Borgata Casino, Party Casino and Party Poker brands and is one of the largest operators in the regulated North American market. Its products combine online sportsbook, casino and poker with MGM's nationwide network of casinos.