Gaming Licensed Real-Time Associate
virtual vocationsNew York, NY
8 days ago
Occupations
Gambling Service Workers, All OtherCommand and Control Center SpecialistsGambling ManagersIndustries
Other Gambling IndustriesCasinos (except Casino Hotels)Telemarketing Bureaus and Other Contact CentersAbout the role
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
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JOB OVERVIEW
Experience level
Mid
Location
New York, NY
Occupation
Gambling Service Workers, All Other
Industry
Other Gambling Industries
Posted
8 days ago
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