Workforce Management Specialist

About the Role

The Workforce Management Specialist ensures the right people are scheduled at the right time to meet operational demand, service-level objectives, and labor cost targets. This role spans scheduling, intraday monitoring, and performance reporting, leveraging WFM platforms (e.g., NICE/IEX/Salesforce) and partnering closely with Operations and Vendors.

Responsibilities

• Design fair, compliant schedules to maximize coverage and efficiency.
• Act quickly on live signals to protect SLAs and productivity.
• Package insights into clear narratives for operators and executives.
• Use WFM platforms and spreadsheets effectively; contribute to tool/process rollouts.
• Monitor 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.
• Monitor 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.
• Collaborate with multiple departments and conduct analyses to recommend solutions for real-time performance issues with the Operations Management Team.
• Approve discretionary activities to increase occupancy and take advantage of high availability.
• Administer intraday schedule changes.
• Deliver regular and ad-hoc reports on time as requested by internal and external clients.
• Work closely with the operations team to analyze and improve delivery processes.
• Hold yourself accountable for measurable, high-quality, and timely results.
• Act as a brand ambassador to care for the Hard Rock brand.
• 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 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 and 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).

Benefits

We offer a comprehensive benefits package that supports team members' health, well-being, and work-life balance. Benefits may vary with employment status. For a full list of benefits, visit our career site: www.gotoworkhappy.com/benefits.