About Us We are BetMGM. We are revolutionizing sports betting and online gaming in the United States. We are a partnership between two powerhouse organizations—MGM Resorts International and Entain Group. You know our name through our exciting portfolio of brands including BetMGM Sportsbook, Borgata online, Party Casino and Party Poker. We aim to bring our ideas into action and find ways to deliver the best quality in gaming platforms. We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our goals as a company. We strive to create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work. We want to build a product and a workplace that reflect the communities we serve so we approach our work fearlessly, take responsibility when we get it wrong, and ante-up again. We play to win, and we are all-in together. We were recognized as one of Glassdoor’s “Best Places to Work”. 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. 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 to ensure the WFM team are supported from a data-driven capability as much as possible Report on KPI and metric trends close to real-time, intra-day, daily and weekly Qualifications Ability to gain and maintain a Gaming License through the proper regulatory body ​ 3+ years of experience working in Customer Operations, ideally in a Workforce management role Experience with using workforce management tools, as well as CRMs such as Zendesk Experience in NICE IEX platforms is ideal Data-driven and continuous improvement behaviors are essential Background in reporting Superior communication skills and confidence in managing varying levels of stakeholders is essential Ability to adapt to changing needs and priorities, pivoting easily to achieve goals and deadlines A creative thinker with proven ability to visualize and operationalize outcomes Experience working in an innovative and fast-paced environment is a plus Experience or interest in sports betting & gaming a plus Assertive yet professional demeanor, persistent and willing to lead the way Be a culture-builder, leveraging the organization’s passion for serving our players across various jurisdictions Compensation The hourly salary range for this position is $23.58 to $30.94. Factors which may affect starting pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate. This position is also eligible for participation in a performance-based bonus plan. Gaming Compliance & Licensing Requirements As an online gaming company, BetMGM is required to comply with state gaming regulations which includes licensing obligations. Applicable employees must be licensed by at least one jurisdictional agency, although certain positions require licensing by multiple agencies. Failure to become licensed or maintain licensure with each agency as required for the role may result in termination of employment. Please note that the licensing process includes comprehensive background checks which may include a review of criminal records, financial history, and personal background verification. In addition, candidates must comply with and support the company's responsible gambling policies, procedures and initiatives. About Our Culture Building BetMGM from the ground up takes effort, energy, and teamwork, but that’s what will make leading this industry all the more satisfying. We stay focused on our main goal with the help of these four company pillars: Believe in Your Game – Take your shot! There’s a freedom to explore ideas usually only start-ups are lucky enough to experience. Backed by the Best - With our expertise—merged with that of our world-class investors—we have the opportunity to take this business, and ourselves, farther than anyone has ever imagined. Do What’s Right - We operate with clarity and simplicity, always doing the right thing by our customers and each other, standing shoulder to shoulder every day. Hustle Hard - Our combined commitment and ambition is what drives us to create some of the most innovative products in the industry. What We Offer As a valued employee, we’re committed to giving you the resources and support you need. We offer Medical, Dental, Vision, Life Insurance, Commuter Benefits, Paid Time Off, Holidays, Employee Resource Groups and more! Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. The position is also eligible for an annual bonus. BetMGM LLC is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status. As an organization, we are unwavering in our commitment to maintaining a discrimination-free work environment, and fostering a culture of inclusivity, belonging and equal opportunity for all employees and applicants. We understand that each card in the deck plays a unique role in any given hand, just as our employees each play a unique role in accomplishing our company goals. So, we are committed to an inclusive culture for all and empowering our employees to thrive in meaningful careers. At BetMGM, we play to win, and we are “all in” together. If your experience looks a little different from what we’ve identified and you think you’ve got what it takes, we’d love to learn more about you. If you need assistance or accommodation with your application due to a disability, you may contact us at recruitment@betmgm.com. This job description is not an exclusive or exhaustive list of duties a person in this position may be asked to perform from time to time. #LI-REMOTE #LI-JM2