Workforce Management Supervisor - Temp

ABOUT FANDUEL

FanDuel Group (“FanDuel") is an innovative sports-tech entertainment company that is changing the way consumers engage with their favorite sports, teams, and leagues. The premier gaming destination in the United States, FanDuel consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.

FanDuel has a presence across all 50 states with approximately 17 million customers and 28 retail locations. FanDuel is based in New York with offices in New Jersey, Georgia, California, Oregon, Canada and Scotland.

Its networks FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer over-the-top platforms.

FanDuel Group is a subsidiary of Flutter Entertainment plc, the world's largest sports betting and gaming operator with a portfolio of globally recognized brands and traded on the New York Stock Exchange (NYSE: FLUT).

THE ROSTER

At FanDuel, we give fans a new and innovative way to interact with their favorite games, sports and teams. We’re dedicated to building a winning team and we pride ourselves on being able to make every moment mean more, especially when it comes to your career. So, what does “winning” look like at FanDuel? It’s recognition for your hard-earned results, a culture that brings out your best work—and a roster full of talented coworkers. Make no mistake, we are here to win, but we believe in winning right. That means we’ll never compromise when it comes to looking out for our teammates. From creatives professionals to cutting edge technology innovators, FanDuel offers a wide range of career opportunities, best in class benefits, and the tools to explore and grow into your best selves. At FanDuel, our principle of “We Are One Team” runs through all our offices across the globe, and you can expect to be a part of an exciting company with many opportunities to grow and be successful.

THE POSITION
Our roster has an opening with your name on it

The Workforce Management Supervisor will be responsible for managing a team focused on real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outbound phone, chat and email volume. The position will have high visibility to all the operations teams. 

THE GAME PLAN
Everyone on our team has a part to play

• Supervise a team of Workforce Management Coordinators responsible for monitoring real time Customer Support Agents’ adherence while realigning resources in real time to optimize coverage and service level needs
• Ensure accuracy of daily operations such as attendance monitoring and real time scheduling changes or updates
• Have real time communication with the WFM team and operations when call outs or changes need to be done
• Provide quality control oversight and team workload distribution
• Coach, manage, and develop Workforce Management Coordinators including weekly 1:1 meetings
• Prepare reporting on daily Key Performance Metrics and make recommendations for change based on results
• Train the team on standard policies and procedures, while coaching them to think creatively and passionately about ways in which we can improve
• Conduct performance appraisals and continuously promote and support developmental growth for the team
• Issue performance documentation, including written warnings or performance improvement plans when necessary
• Assist with email correspondence to Customer Support Agents and other departments regarding inquires
• Build and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
• Additional responsibilities as assigned or requested as the needs of the business evolve  

THE STATS
What we're looking for in our next teammate

• 1+ years of experience supervising and management a team
• Previous experience in a Workforce Management role preferred
• Associate or bachelor’s degree preferred
• Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
• Ability to make critical decisions while following company procedures
• Ability to work a flexible schedule, including holidays
• Licensure: Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies. Failure to be licensed or retain licensure will result in termination of employment

PLAYER BENEFITS
We treat our team right

From our many opportunities for professional development to our generous insurance and paid leave policies, w