[Hiring] Real Time Associate @BetMGM

Role Description

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.

Responsibilities

• 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.

Qualifications

• 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 thinker with proven ability to visualize and operationalize outcomes.
• Experience working in an innovative and fast-paced environment is a plus.
• Experience or interest in sports betting & gaming a plus.
• Assertive yet professional demeanor, persistent and willing to lead the way.
• Be a culture-builder, leveraging the organization’s passion for serving our players across various jurisdictions.

Compensation

The pay range for this position is as follows: 49,000.00--65,400.00. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan.

Gaming Compliance & Licensing Requirements

As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification.

In addition, candidates must comply with and support BetMGM's responsible gambling policies, procedures, and initiatives.