FanDuel · 1 day ago

Workforce Management Supervisor

Jersey City, NJ

Full-time

Remote

Mid Level

$78K/yr - $107K/yr

3+ years exp

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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

Qualification

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Team supervisionWorkforce Management experienceLicensurePerformance appraisals

Required

3+ years of experience supervising and managing a team

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

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