Workforce Management Specialist

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.
• Maintains 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.
• Administers 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.
• Works closely with the operations team to analyze and help improve their delivery processes.
• Holds yourself accountable for measurable, high-quality, and timely results.
• Care for Hard Rock brand by holding self accountable by being a brand ambassador.
• Complies with all departmental and company policies, including Seminole Gaming’s and Hard Rock’s business ethics guidelines and property-specific protocols.
• Affords assistance 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).