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).