Workforce Management Specialist

Rush Street Interactive (NYSE: RSI) is a market leader in online casino and sports betting, currently operating real-money gaming with our brands: BetRivers.com, PlaySugarHouse.com, and RushBet.co. We’re building bridges between online, social and land-based gaming businesses to create amazing, integrated experiences that keep players in the game.

RSI’s The Workforce Management Specialist works with other members of Player Support to ensure players receive a seamless, efficient, and enjoyable support experience. By utilizing historical data, forecasts, and responding to deviations in contact volume, the Workforce Management Specialist will implement a staffing plan to maximize efficiency.

Essential Duties and Responsibilities:  

• Ensure objectives are prioritized correctly to maximize customer experience and meet call center goals Conduct continuous thorough reviews of our customer facing help center to ensure articles are up to date and relevant.
• Adjust scheduling as needed to ensure contacts(Chat, Email Phone) are responded to within our SLAs.
• Evaluate volume forecast against actual demand and trends in order to determine if reassignment of resources is necessary and if further actions are required to support contact(Chat, Email Phone)
• Constantly ensure that contact(Chat, Email Phone) demand and supply match and take measures to secure consistent performance for support.
• Monitor queue wait times and abandon rates on all queues across channels and skills in order to optimize efficiency to customer-facing activities and reduce customer wait time.
• Manage agent unavailable tasks(Breaks, Lunch, One on One, Training, etc.) ensuring all necessary tasks are completed while maintaining SLAs.
• Assist with the scheduling and distribution of work for all Support Teams(Player Support, Quality Assurance, Social Support, Community Chat, Service Recovery, Escalations, ect.)
• Work as a team completing daily schedule operations, such as leave requests and call outs.
• Manage Key Performance Indicators, including but not limited to Service Level, Occupancy, Abandon rates, ASA and AHT on a daily, weekly, and monthly basis
• Follow Standard Operating Procedures on all federal and state laws, regulatory requirements and business policies and procedures.
• Stay abreast of policy and regulatory changes to maintain subject matter expertise. Remain cognizant of relevant quality assurance policies and procedures.
• Escalate all necessary issues to management in a timely fashion.
• Provide feedback to product team and management team about player issues.
• Other duties as necessary and/or assigned.

Required Skills: 

• Experience with computers, browsers, mobile devices.
• Self-Starter, Self-motivated and very reliable.
• Able to easily build interpersonal relationship.
• Analytical skills.
• Experience with Excel pivot tables and macros a plus.
• Ability to build queries a plus.
• Great written communication skills.
• Experience with gambling industry and industry terminology, standard promotions, and gameplay.

• Comprehensive compensation
• Work-life balance initiatives
• Autonomy – we embrace personal freedom and responsibility
• Creativity – we are open to new ideas of how we can be better
• Growth – we want you to develop personally as well as professionally
• Top-notch professionals who are passionate about what they doing
• People-oriented environment and supportive atmosphere

As a rapidly growing company in an emerging industry, you’ll have a huge impact on our product and our company. We like proactive team members and strive to have a company of self-disciplined professionals who enjoy collaboration, having fun, and of course, achieving together what others believe to be improbable. We are dedicated to treating everyone with respect and to support your professional and personal growth.

Rush Street Interactive is an equal opportunity employer and committed to a diverse and inclusive workplace. All qualified applicants will be considered for employment without regard to race, national origin, ancestry, sex, sexual orientation, sexual identity, and expression, marital status, family status, lifestyle, age, culture, religion, military, and veteran status, citizenship, or disability.

Be at the forefront of this ground-breaking industry! Apply now!