Associate Scheduling Manager
| Company | BetMGM |
|---|---|
| Location | Jackson Township, NJ, USA, Waterbury, CT, USA, New York, NY, USA |
| Salary | $84000 – $110250 |
| Type | Full-Time |
| Degrees | |
| Experience Level | Mid Level, Senior |
Requirements
- 4+ years of experience in Workforce Management with proven success in developing strategies and functions.
- 2+ years specific experience in Scheduling in an omni-channel environment is a must.
- Experience in hyper-growth and ever-changing customer operations is essential.
- Expert knowledge in recent NICE platforms.
- Proven up-to-date and relevant knowledge of WFM KPIs and best practices.
- Proven ability to provide feedback, training, and development.
- Elevated communication skills and confidence in managing varying levels of stakeholders.
- A willingness to adapt well to changing needs and priorities with the ability to pivot easily to achieve goals and deadlines.
- A proven strategic and creative thinker with an ability to visualize and operationalize strategies.
- Assertive yet professional demeanor with persistence and willingness to lead the way.
- Proven ability to quickly identify problems, develop meaningful solutions, and drive work forward in an environment with high ambiguity.
Responsibilities
- Work with a small team of individuals (off-shore) to help balance workload and goals while supporting personal growth to ensure BetMGM is the leading service provider in the marketplace.
- Support global staff planning activities across both internal and external relationships in an omni-channel environment while fostering cross-functional collaboration to address gaps.
- Partner with Forecast and Capacity teams to ensure we are building functional schedules that work for the business while also making the agent feel supported.
- Continually optimize internal time off management programs in conjunction with our HR Business Partner to continually reduce any agent friction and improve the overall experience.
- In partnership with the Real-Time Team, develop scheduling contingency action plans to assist during times of irregular operations such as alternate scheduling timeframes, HOOP adjustments, system maintenance periods, contact rerouting, etc.
- Monitor and manage WFM KPI’s while looking for ways to connect them to any financial or departmental level goals for overall improvements.
- Develop KPIs to track accuracy and performance of our scheduling by working closely with the Customer Operations Analytics team with performance being top-of-mind.
- Continue to review and refine current processes through constant self-review, feedback review sessions, and industry-wide learning opportunities.
- Develop training material and reference documents for internal and external teams including Onboarding material, Quick Reference Guides, and Standard Operating Guidelines.
- Act as a Workforce Subject Matter Expert for WFM tools and tools that impact the day-to-day activities of WFM in collaboration with teams on any type of technology implementation or changes.
Preferred Qualifications
- Experience in Data Analytics is a plus.
- Experience and/or interest in Sports betting and iGaming a plus.