Workforce Management Specialist

Summary

Hard Rock International is seeking a Workforce Management Specialist to ensure the right staffing levels are maintained to meet operational demands. The role involves scheduling, real-time monitoring, and performance reporting, while collaborating with operations and vendors to optimize labor costs.

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

Skills

• 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)

Qualifications

Must Haves

• 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)