Workforce Management Supervisor

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.

In addition to the specific responsibilities outlined above, employees may be required to perform other such duties as assigned by the Company. This ensures operational flexibility and allows the Company to meet evolving business needs.

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 nights and weekends
• 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

ABOUT FANDUEL

FanDuel Group is the premier mobile gaming company in the United States and Canada. FanDuel Group consists of a portfolio of leading brands across mobile wagering including: America’s #1 Sportsbook, FanDuel Sportsbook; its leading iGaming platform, FanDuel Casino; the industry’s unquestioned leader in horse racing and advance-deposit wagering, FanDuel Racing; and its daily fantasy sports product.  

In addition, FanDuel Group operates FanDuel TV, its broadly distributed linear cable television network and FanDuel TV+, its leading direct-to-consumer OTT platform. FanDuel Group has a presence across all 50 states, Canada, and Puerto Rico.

The company is based in New York with US offices in Los Angeles, Atlanta, and Jersey City, as well as global offices in Canada and Scotland. The company’s affiliates have offices worldwide, including in Ireland, Portugal, Romania, and Australia.

FanDuel Group is a subsidiary of Flutter Entertainment, 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).

PLAYER BENEFITS
We treat our team right

FanDuel is an equal opportunities employer and we believe, as one of our principles states, “We are One Team!”. As such, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, creed, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or any other characteristic protected by state, local or federal law. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included.

The applicable salary range for this position is $70,000- $88,000 USD, which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may offer the following benefits: medical, vision, and dental insurance; life insurance; disability insurance; a 401(k) matching program; among other employee benefits. This role may also be eligible for short-term or long-term incentive compensation, including, but not limited to, cash bonuses and stock program participation. This role includes paid personal time off and 14 paid company holidays. FanDuel offers paid sick time in accordance with all applicable state and federal laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

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