Team Lead, Real Time

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 the Team Lead, Real Time at BetMGM, you will be responsible for leading and guiding multiple Real Time Associates. You will support your associates by ensuring that proper processes, guidelines, and communication methods are followed. You will be one of the leaders within the larger Real Time Team within the Workforce Management department, with a focus on our Risk & Payments team.

While the main responsibility of this role is leading Real Time Associates and their performance, you will be responsible for collaborating with the wider Workforce Management team, the internal Analytics teams, the Risk Operations Department and the Customer Care Department.

BetMGM's Workforce Management (WFM) service aims to offer a seamless experience for both the Customer Operations Team and our BetMGM players. This includes ensuring we maximize resources through scheduling, and real-time intraday queue management and adherence management.

You will directly help in contributing to the overall WFM strategy led by the Real Time Manager and the Workforce Management Sr. Manager, to build upon both domestic and international teams to drive an effective and scalable WFM structure, supporting hundreds of Team Members.

This individual must be highly skilled at Real Time Analytics Management, and leading individuals in service centers (24/7 support, hyper-growth, segmented valued-based service, and customer location) with attention given to sports schedules. This individual must also be highly experienced in leading and supporting multiple associates to ensure high performance and engagement, while also fostering a sense of data-driven continuous improvement.

Responsibilities

• Lead a team of Real Time Associates, helping them balance workload and goals while supporting them in their personal growth to ensure BetMGM is the leading service provider in the marketplace

• Ensure your team members have the resources necessary to adhere to our department's strategy and goals - ensuring they understand the service level agreements and goals that need to be met

• Monitor and manage WFM KPIs while looking for ways to connect them to the department-level goal for overall improvements

• Support the Real Time Manager in testing and developing new KPIs that make sense for the team to monitor performance

• Work closely with Customer Operations Teams to balance the RTA Functions and stakeholder goals and Targets; defining the lines between what is a WFM function versus an Operations function

• Use combinations of historical information, available technology, industry knowledge, and experience to work with your team

• Continue to review and refine current processes through constant self-review, feedback sessions, and industry wide learning opportunities

• Partner with Scheduling, Forecasting and Analytics teams to align & request support on departmental processes, ensuring we are using the right information for real-time queue management, adherence management and short-term scheduling changes

• Communicate with key stakeholders consistently; various Customer Operations Teams are our biggest customer in this role.

• Administer volume contingency action plans as deemed necessary and appropriate. Assist in additional irregular operation planning as needed which could include contact routing changes, skilling adjustments, contact overflowing, etc.

• Support the coaching of your Real Time Associates, ensure regular 1-on-1s are taking place where you can walk them through performance & opportunities.

• Ensure consistent alignment with our training & licensing teams, to ensure agent transition and skilling is smooth and accurate

• Develop training material and reference documents for internal and external teams including Onboarding material, Quick Reference Guides, and Standard Operating Guidelines

• Act as a Workforce Subject Matter Expert for WFM tools and tools that could impact the day-to-day activities of WFM in collaboration with teams on any type of technology implementation or changes

Qualifications

• Ability to gain and maintaina Gaming License through the proper regulatory body

• 5+ years of specific experience in Real Time management in an omni channel environment

• 3+ years of experience in a Customer Care and/or Risk & Fraud environments a must

• Experience in a hyper-growth and ever-changing customer operation is essential

• Expert knowledge in recent NICE CXone platforms

• Proven up-to-date and relevant knowledge of WFM KPIs and best practices

• Proven ability to lead a team through growth with feedback, training, and personal development

• Elevated communication skills and confidence in managing varying levels of stakeholders

• A willingness to adapt well to changing needs and priorities with the ability to pivot easily to achieve goals and deadlines.

• A proven strategic and creative thinker with an ability to visualize and operationalize strategies

• Assertive yet professional demeanor with persistence and willingness to lead the way

• Proven ability to quickly identify problems, develop meaningful solutions, and drive work forward in an environment with high ambiguity

• Experience working with different geographies and cultures is a plus.

• Experience in Data Analytics is a plus

• Experience and/or interest in Sports betting and gaming a plus

Compensation

The annual salary range for this position is $68,800 - $90,300. 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.

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