Workforce Management Specialist
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).