Real Time Associate
About the Role
As a Real -Time Associate, you will be responsible for maximizing resources to ensure the right number of associates are in the right place, queue, and channel at the right time, through the use of established tools and guidelines. You will be part of an exciting brand-new Workforce Management team, that will endeavor to use collaboration, transparency, data-driven skills and creative use of tools to strive to be the best workforce in the sports betting and gaming business. This individual must be highly experienced in working for non-standard customer service centers (such as 24/7 support, hyper-growth, segmented service based on value & location of customer, and adherence to sports schedules). This individual must be a team player, data-driven and strive for continuous improvement. Experience with NICE CXone and Zendesk is essential.
Location: Jersey City, NJ
Responsibilities
- Support the maintenance of real-time, historical, and customer reports in a timely manner to improve the efficiency and effectiveness of agent queue adherence with regards to the forecasts provided to you
- Monitor contact center performance with established tools and resources and make real-time staffing adjustments across multiple queues to ensure that service-level agreement goals (SLA) are met
- Monitor multi-channel, real-time adherence and communicate with teams
- Provide feedback during development of new and/or redesigned processes based on long-term strategies, but also short term and tactical priorities
- Partner effectively with various associates and their management in an approachable and collaborative way to highlight areas of improvement
- Collaborate within the Workforce Management team to support continuous improvement
- Work with Insights and Analytics teams