Time Associate

Discover What’s Possible at BetMGM Ready to make your career legendary? Join us as we bring the magic of Vegas to our players. The BetMGM team has over 1,400 talented members, revolutionizing sports betting and online gaming in the United States and Canada. We’re a brand with technology at our hearts and the most driven and focused talent in the business.

As a valued team member, we’re committed to giving you the resources and support you need to thrive.

• 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!

At BetMGM, we recognize that every individual plays a meaningful role in our success. That’s why we’re committed to building a respectful, inclusive workplace. It’s the strategy behind every win. By meeting people where they are, we create a culture of belonging where everyone can thrive and a workplace that reflects our values, our people, and our drive to win.

About the Role

As a Real
-Time Associate, you will be responsible for maximizing resources to ensure the right number of associates are in the right place, queue, and channel at the right time, through the use of established tools and guidelines. You will be part of an exciting brand-new Workforce Management team, that will endeavor 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 centers (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.

Location:

Jersey City, NJ

Hourly

• 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 to you
• Monitor contact center performance with established tools and resources and make real-time staffing adjustments across multiple queues to ensure that service-level agreement goals (SLA) 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
• 3+ years of experience working in Customer Operations, ideally in a Workforce management role
• Experience with using workforce management tools, as well as CRMs such as Zendesk
• Experience in NICE IEX platforms is ideal
• Data-driven and continuous improvement behaviors are essential
• Background in reporting
• Superior communication skills and confidence in managing varying levels of stakeholders is essential
• Ability to adapt to changing needs and priorities, pivoting easily to achieve goals and deadlines
• A creative…