About this role
Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status. To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits
Job Description: The Workforce Management Specialist is responsible for ensuring the right people are scheduled at the right time to meet operational demand, service-level objectives, and labor cost targets. The role spans scheduling, intraday monitoring, and performance reporting, leveraging WFM platforms (e.g., NICE/IEX/Salesforce) and partnering closely with Operations and Vendors.
Responsibilities
• Scheduling Optimization: Designs fair, compliant schedules maximizing coverage and efficiency. • Real-Time Decisioning: Acts quickly on live signals to protect SLAs and productivity. • Data Storytelling: Packages insights into clear narratives for operators and executives. • Tool Savvy: Comfortable with WFM platforms and spreadsheets; contributes to tool/process rollouts. • Key performance indicators Service Level / ASA / Abandon Rate achieved versus plan. Schedule Adherence & Interval Compliance across teams. Occupancy and Shrinkage within targets. Cost-to-Serve / Labor Utilization improvements versus baseline. • Monitors real-time ACD work state of agents, schedule and break adherence, and agents exceeding thresholds. • Flexible shifts aligned to operational windows; occasional evenings/weekends during peak periods or events; cross-functional collaboration with multiple departments. • Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team. • Approves discretionary activities to increase occupancy and take advantage of high availability. • Administration of intraday schedule changes. • Delivers regular and ad-hoc reports on time as requested by the internal and external clients. • Performs other duties and assignments as directed. • Work closely with the operations team to analyze and help improve their delivery processes • Hold yourself accountable for measurable, high-quality, and timely results. • Care for Hard Rock brand by holding self accountable by being a brand ambassador. • Comply with all departmental and company policies, including Seminole Gaming’s and Hard Rock’s business ethics guidelines and property-specific protocols. • Assist with projects and other duties as requested or assigned Qualifications
• 2 to 4+ years in Workforce Management (scheduling, intraday) or adjacent operations analytics roles. • Proficiency with WFM software (e.g., NICE/IEX/Salesforce) and advanced Excel/Sheets. • Strong analytical and problem-solving skills; ability to translate data into actionable staffing decisions. • Clear communication and stakeholder partnering across Operations, Vendor BPOs. • Ability to create reports in Excel and forecast results • Attention to detail and a high level of accuracy • Ability to multitask, focus, and complete reports for extended periods • Experience managing schedules and KPIs in multi-site or global operations. • Familiarity with labor agreements and equity in scheduling practices. • Exposure to contact center metrics and intraday methodologies. • Bachelor’s degree in Business, Operations, Statistics, or related field (or equivalent experience).