Associate Scheduling Manager

About Us

We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms.

We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together.

We were recognized as one of Glassdoor’s “Best Places to Work”.

About the Role   

As the Associate Scheduling Manager for BetMGM, you will be responsible for ensuring we are meeting our customers where their needs are. Alongside a team, you will be building, filling, and managing schedules for a large number of agents in a global omni-channel environment to meet the demands of our customers in the contact channel of their choosing. Also keeping the agent at top of mind, you will be aiming to make schedules that improve agent satisfaction and reduce attrition.  

You will be working alongside the newly formed Scheduling team, but you will also help build and plan our future needs and growth from a strategic and data-driven perspective. This will involve collaboration across multiple teams, both within the Workforce team and Customer Care, as well as in other departments of the company, such as Risk & Payment operations. 

BetMGMs’ Workforce Management (WFM) service aims to offer a seamless experience for both the Customer Operations team and our BetMGM players. This includes forecasting demand and resource needs and deploying those resources across all channels, products, and regulated regions to ensure consistent and efficient service.  

You will directly help in contributing to the overall WFM strategy led by the Sr. Manager, Workforce Management, to build upon both domestic and international teams to drive an effective and scalable WFM structure to support our over 800 Customer Operations team members. 

This individual must be highly skilled at building a large scale, unique, scheduling operation for non-standard service centers (24/7 support, hyper-growth, segmented valued-based service, and customer location) with attention given to sports schedules.  You must also be comfortable running alternative scheduling scenarios for multiple lines of business with fast turnaround times.