ABOUT FANDUEL GROUP

There are more ways to win, here at FanDuel. We're willing to bet on it.

THE ROSTER…

At FanDuel Group, 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 creative 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 self. 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.

WHO WE ARE…

FanDuel Group 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 Group consists of a portfolio of leading brands across gaming, sports betting, daily fantasy sports, advance-deposit wagering, and TV/media.

FanDuel Group has a presence across all 50 states with approximately 17 million customers and nearly 30 retail locations. The company is based in New York with offices in California, New Jersey, Florida, Oregon, Georgia, Portugal, Romania and Scotland.

Its network FanDuel TV and FanDuel+ are broadly distributed on linear cable television and through its relationships with leading direct-to-consumer OTT 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 a constituent of the FTSE 100 index of the London Stock Exchange.

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

The Workforce Management Coordinator will be responsible for 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

• Intraday real time monitoring of service levels for all queues at all sites
• Real time monitoring of agent's performance from all teams at all sites
• Drive real-time adherence to the expected capacity against the actual performance to achieve service levels and efficiency metric goals
• Communicate and call out changes to incoming contact patterns to operations and the broader WFM team
• Have a real time communication with the WFM team and operations when call outs or changes need to be done
• Update and send reports related to the performance for all teams
• Build and maintain strong relationships with key stakeholders from all teams to ensure shared objectives are met
• Review and process vacation time off and overtime requests in real-time
• Handle various contacts types including Chat, Email, Inbound and Outbound voice calls with our Customers
• Maintain composure in critical situations and communicate clearly with both internal and external stakeholders
• Demonstrates high degree of ability to analyze data, using the data to drive decision making and implement effective resolutions
• Provide assistance to the WFM team as needed

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

• Minimum of 1 year of experience in a contact center environment
• Minimum of 1 year of previous experience in a Workforce Management role as a Real Time Analyst preferred
• Prior experience working with a WFM software solution
• Functional knowledge of Agyle Time or similar call management system(s)
• Proven experience with Aspect or other WFM platform
• Intermediate level proficiency in Excel
• Demonstrates high degree of ability to analyze data and use the data to drive decision making and implement effective resolutions
• Proven strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment
• Functional knowledge of Call Center agent workflow/routing (skilling and leveling) preferred
• Ability to work nontraditional work hours if needed

PLAYER CONTRACT:
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
• Mentorship and professional development resources to help you refine your game
• Flexible vacation allowance to let you refuel
• Hall of Fame benefit programs and platforms

FanDuel Group is an equal opportunities employer and we believe, as one of our principal states, "We Are One Team!" 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, and Veteran status. We believe FanDuel is strongest and best able to compete if all employees feel valued, respected, and included. We want our team to include diverse individuals because diversity of thought, diversity of perspectives, and diversity of experiences leads to better performance. Having a diverse and inclusive workforce is a core value that we believe makes our company stronger and more competitive as One Team!

The applicable hourly range for this position is $21.63 to $28.85 which is dependent on a variety of factors including relevant experience, location, business needs and market demand. This role may also be eligible for short-term or long-term incentive compensation.

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