FanDuel · 2 months ago
Workforce Management Coordinator (Overnight/Weekends)
Atlanta
Full-time
Onsite
Entry Level
$20.19/hr - $25/hr
1+ years expFanDuel is a leading mobile gaming company in the United States and Canada, operating various brands in mobile wagering and gaming. The Workforce Management Coordinator will be responsible for real-time monitoring of service levels and site performance, ensuring effective management of contact volumes and maintaining communication with operations teams.
Fantasy SportsGamingSports
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
Qualification
Required
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
Preferred
1+ years of previous experience in a Workforce Management role as a Real Time Analyst preferred
Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred
Benefits
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
Company
FanDuel
FanDuel is a gaming company that offers sportsbook, daily fantasy sports, horse racing, and online casino games.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$416.2MKey Investors
Kohlberg Kravis RobertsShamrock Capital AdvisorsComcast Ventures
2020-12-03Acquired
2017-09-12Series E
2016-09-14Convertible Note· $55M
Leadership Team
Josh Ives
SVP Customer Experience Operations
Caralyn Cooley
Chief People Officer
Recent News
Sports Business Journal
2026-01-19
2026-01-13
2026-01-12
Company data provided by crunchbase