Workforce Management Scheduler

We are NeoPollard Interactive. Digitally born player-focused and proudly powering the most profitable iLottery programs in North America through our interactive games powerful gaming systems and comprehensive suite of player services.

We are innovative. From inception innovation has been the core of NPi. As one of the first iLottery platform providers in North America we laid the groundwork helping pioneer the introduction and successful launch of some of the first iLottery programs in the U.S. We deliver innovative solutions and cutting-edge technology to our partners with an industry-proven track record of revenue growth.

We are one-of-a-kind. The only Lottery supplier in North America exclusively focused on iLottery. We have one central focus; creating the most intuitive and fun iLottery experiences for players. Our sole focus drives our innovation and success in the iLottery space.

We are industry experts.Serving the largest share of U.S. Lotteries that currently sell online with a track record of powering iLottery success through our state-of-the-art technology top-performing game content and innovative and comprehensive iLottery services.

We are NPi. Join us.

WHAT YOU WILL DO

We are looking for a full-time Workforce Management Scheduler to support our Contact Center operations scheduling forecasting and analytics. This position is required to live within a 2 hour radius of Lansing Michigan.

The Workforce Management Scheduler will be responsible for real-time monitoring and adjustments intra-day management and historical trend analysis to ensure the call center achieves service levels and key performance indicators on a daily and interval basis. Key responsibilities include operational procedural and data analysis to achieve service level objectives improve efficiencies and deliver a world-class service while controlling expenses. Areas of focus include but are not limited to scheduling daily staffing requirements forecasting procedures service level outliers handle times shrinkage occupancy and other key contact center metrics. Daily and ad-hoc report generation intra-departmental communication and relationship building are key aspects of this role.

RESPONSIBILITIES

• Administration of WFM system
• Manage employee information changes
• Coordinate the sensible implementation of staff scheduling requests including swaps PTO approvals leaves of absence; working to maintain a balance between employee needs and volume demands.
• Responsible for agent schedule creation regarding; real time changes optimization monitoring and management.
• Leverage workforce management software and call volume history to help manage intra - day staffing levels and to determine the most effective methods for staffing adjustments
• Utilize call center tools to observe agents actual state compared to agents scheduled state and provide recommendations / actions based on those observations
• Compare Key Performance Metrics (KPIs) on a daily intra - daily weekly monthly and annual basis understanding root cause of variation
• Monitor volume AHT and staffing trends to forecast ensuring understanding of variation working to solve for staffing gaps whether in planning process or intra - day management
• Perform ad hoc reporting and analysis as needed to improve overall performance of the call center and enable strong understanding of the business
• Manage real - time inbound call traffic across multiple areas of business to help ensure that service levels are met.
• Drive innovation and process improvement within Workforce Management
• Perform other duties and assignments as directed

WHAT YOU WILL BRING

• High School diploma required. Bachelors Degree preferred or equivalent work experience.
• 2 years of experience in workforce management required; 3 years preferred
• Advanced knowledge of workforce optimization software required. Specific and recent experience with Nice InContact WFO or a WFM schedule management system preferred.
• Advanced knowledge of telephony platforms.
• Understanding of VOIP call routing technology preferred.
• Experience with Automated Call Distributors (ACDs) Computer-Telephone Integration (CTI) automation skills routing forecasting scheduling and intra-day management.
• Familiarity with Contact Center software reporting tools.
• Intermediate knowledge of Microsoft Office Suite
• Advanced knowledge of Microsoft Excel - (i.e. creating spreadsheets v-lookups pivot tables etc.)
• Strong analytical critical thinking and problem-solving skills.
• Ability to work successfully with a diverse group of people and be a team player.
• Ability to multi-task and navigate competing priorities.
• Ability to work independently and display initiative.
• Ability to identify emerging trends and measure impact to the business.

WHY WORK AT NPI
We hire the best.

We prioritize innovation.

We support and empower our team.

Join us as we continue to shape the future of the iLottery industry by delivering players favorite games across all channels and driving outstanding returns for good causes.Our team member benefits include

Comprehensive Health Vision and Dental Insurance

Life Insurance & AD&D Insurance

401K Savings Program (With Competitive Corporate Matching for U.S. Employees)

Paid Vacation and Personal Time

Wellness and Employee Assistance Program (EAP) from Ulliance Life

Company-Provided Laptop and Cellphone

Career Development Opportunities including Ongoing Training and Professional Development Courses (Including the NPi Leadership Academy for Emerging Leaders)

Quarterly Company-Performance Bonus Program for All Employees Who Have Completed Six Months of Continuous Service

Fully Paid Parental Leave Program

ABOUT NEOPOLLARD INTERACTIVE

Born in the digital domain NeoPollard Interactive LLC (NPi) is an award-winning supplier of best-in-class iLottery solutions to the North American lottery market. Serving the largest share of U.S. lotteries that currently sell online NPi helped pioneer the successful introduction of iLottery in the U.S. and is North Americas proven partner of choice to enable regulated lotteries to design and deploy complex gaming solutions in support of generating incremental revenue for good causes through the online channel. NPi offers cutting-edge technology a full suite of managed services and the industrys top-performing game content as part of its innovative and comprehensive approach to partnering for iLottery success. Jointly owned by Pollard Banknote Limited (TSX: PBL) and NeoGames S.A.(Nasdaq: NGMS)both globally recognized industry leadersNPi powers the most profitable iLottery programs. Visit us at .

Pollard iLottery Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.