Gaming Licensed Real-Time Associate
virtual vocationsNew York (NY)
About 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
Before you apply
Applying takes about a minute. These four things decide how fast it moves after that.
Your profile is current
It's what we read first. Occupations, seniority and locations matter more than a long history.
Two examples you can talk through
Not a portfolio — just two pieces of work where you can explain the decisions and what you'd change.
A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.
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