FanDuel · 14 hours ago

Workforce Management Coordinator (Nights and Weekends)

Remote US

Full-time

Remote

Entry Level

$19.71/hr - $26.97/hr

1+ years exp

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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

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Contact Center ExperienceWorkforce Management ExperienceWFM Software ProficiencySalesforce KnowledgeNICE IEX ExperienceExcel ProficiencyData Analysis SkillsCall Center Workflow Knowledge

Required

1+ years of experience in a contact center environment

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