Realtime Analyst - BetMGM

Sports betting, gaming and interactive entertainment is changing, and we’re leading that change. By putting people first. By placing exciting, engaging and entertaining experiences at more fingertips than ever before. We're pulling into pole position by pushing boundaries further. With innovation. With technology. But most importantly, with people like you. Because when you join Entain, it’s your game. So let’s win together.

As a Realtime Analyst - BetMGM 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.

Reporting to the Real Time Team Lead you will be part of the Support Services Team, who 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).

What you will do

• 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.
• 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.
• Work with Insights and Analytics teams to ensure the WFM team are supported from a data-driven capability as much as possible.

• 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
• 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
• Experience working in an innovative and fast-paced environment is a plus
• Experience or interest in sports betting & gaming a plus
• Be a culture-builder, leveraging the organization’s passion for serving our players across various jurisdictions

At Entain, we know that signing top players requires a great starting package, and plenty of support to inspire peak performance. Join us, and a competitive salary is just the beginning.

Depending on your role and location, you can expect to receive benefits like

• A regular bonus
• Healthcare support
• A stake in our success through our ShareSave scheme
• Great development opportunities
• Wellbeing support, and so much more.

And outside of this, you’ll have the chance to turn recognition from leaders and colleagues into amazing prizes, join a winning team of talented people and be a part of an inclusive and supporting community where everyone is celebrated for being themselves.

Should you need any adjustments or accommodations to the recruitment process, at either application or interview, please contact us.

At Entain, we do what's right. It's one of our core values and that's why we're taking the lead when it comes to creating a diverse, equitable and inclusive future - for our people, and the wider global sports betting and gaming sector. However you identify, our ambition is to ensure our people across the globe feel valued, respected and their individuality celebrated.

We comply with all applicable recruitment regulations and employment laws in the jurisdictions where we operate, ensuring ethical and compliant hiring practices globally.