Workforce Management Supervisor – Temp

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, we’re committed to making sure our employees get as much out of FanDuel as we ask them to give. Competitive compensation is just the beginning. As part of our team, you can expect:

• An exciting and fun environment committed to driving real growth
• Opportunities to build really cool products that fans love
• Career and professional development resources to help you refine your game plan for owning and driving your career and development
• Be well, save well and live well – with FanDuel Total Rewards your benefits are one highlight reel after another