Gaming Licensed Real-Time Associate
Job Summary
To enhance operational efficiency, the full-time Gaming Licensed Real-Time Associate will monitor contact center performance, make real-time staffing adjustments, and support reporting initiatives while working remotely.
Key responsibilities
- Support the maintenance of real-time, historical, and customer reports to improve agent queue adherence
- Monitor performance and make staffing adjustments across multiple queues to meet service-level agreement goals
- Collaborate with the Workforce Management team and provide feedback on process improvements based on data-driven insights
Required qualifications
- Ability to gain and maintain a Gaming License through the proper regulatory body
- 3+ years of experience in Customer Operations, ideally in a Workforce Management role
- Experience with workforce management tools and CRMs such as Zendesk
- Data-driven mindset with a background in reporting and continuous improvement
- Experience in NICE IEX platforms is ideal
Complete Job Description
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