Remote New

Associate Scheduling Manager

BetMGM
life insurance, paid time off
United States, Connecticut
Jun 18, 2025
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 Associate Scheduling Manager for BetMGM, you will be responsible for ensuring we are meeting our customers where their needs are. Alongside a team, you will be building, filling, and managing schedules for a large number of agents in a global omni-channel environment to meet the demands of our customers in the contact channel of their choosing. Also keeping the agent at top of mind, you will be aiming to make schedules that improve agent satisfaction and reduce attrition. You will be working alongside the newly formed Scheduling team, but you will also help build and plan our future needs and growth from a strategic and data-driven perspective. This will involve collaboration across multiple teams, both within the Workforce team and Customer Care, as well as in other departments of the company, such as Risk & Payment operations. BetMGMs' Workforce Management (WFM) service aims to offer a seamless experience for both the Customer Operations team and our BetMGM players. This includes forecasting demand and resource needs and deploying those resources across all channels, products, and regulated regions to ensure consistent and efficient service. You will directly help in contributing to the overall WFM strategy led by the Sr. Manager, Workforce Management, to build upon both domestic and international teams to drive an effective and scalable WFM structure to support our over 800 Customer Operations team members. This individual must be highly skilled at building a large scale, unique, scheduling operation for non-standard service centers (24/7 support, hyper-growth, segmented valued-based service, and customer location) with attention given to sports schedules. You must also be comfortable running alternative scheduling scenarios for multiple lines of business with fast turnaround times. Responsibilities Work with a small team of individuals (off-shore) to help balance workload and goals while supporting personal growth to ensure BetMGM is the leading service provider in the marketplace. Support global staff planning activities across both internal and external relationships in an omni- channel environment while fostering cross-functional collaboration to address gaps. Partner with Forecast and Capacity teams to ensure we are building functional schedules that work for the business while also making the agent feel supported. Continually optimize internal time off management programs in conjunction with our HR Business Partner to continually reduce any agent friction and improve the overall experience. In partnership with the Real-Time Team, develop scheduling contingency action plans to assist during times of irregular operations such as alternate scheduling timeframes, HOOP adjustments, system maintenance periods, contact rerouting, etc. Monitor and manage WFM KPI's while looking for ways to connect them to any financial or departmental level goals for overall improvements. Develop KPIs to track accuracy and performance of our scheduling by working closely with the Customer Operations Analytics team with performance being top-of-mind. Continue to review and refine current processes through constant self-review, feedback review sessions, and industry-wide learning opportunities. 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 impact the day-to-day activities of WFM in collaboration with teams on any type of technology implementation or changes. Essential Functions Must be able to stand or sit and operate computers and other technological devices for extended periods of time. Qualifications 4+ years of experience in Workforce Management with proven success in developing strategies and functions. 2+ years specific experience in Scheduling in an omni-channel environment is a must. Experience in hyper-growth and ever-changing customer operations is essential. Expert knowledge in recent NICE platforms. Proven up-to-date and relevant knowledge of WFM KPIs and best practices. Proven ability to provide feedback, training, and 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 in Data Analytics is a plus. Experience and/or interest in Sports betting and iGaming a plus. Compensation The annual salary range for this position is $84,000 to $110,250. 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.