Strategic Workforce Planner: Real-Time Scheduling & Insights

180 Seminole Hard Rock Support Services; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

Seminole Hard Rock Support Services is seeking an experienced Workforce Management Specialist to design fair schedules, monitor intraday activity, and deliver timely insights to operations and executives. You will work with WFM platforms and Excel, translating data into staffing decisions to optimize coverage and productivity.

The role involves real-time decisioning, cross-functional collaboration across departments, and occasional after-hours shifts during peak events.

Qualifications

• 2+ to 4+ years in Workforce Management or adjacent analytics roles.
• Proficiency with WFM software (NICE/IEX) and advanced Excel.
• Strong analytical and problem-solving skills; translate data into staffing decisions.
• Clear communication and stakeholder partnering across Operations, Vendor BPOs.
• Experience managing schedules and KPIs in multi-site or global operations.

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.
• Monitors real-time ACD work state, schedule/adherence, and threshold breaches.
• Occasional evenings/weekends during peak periods; cross-functional collaboration.
• Delivers regular and ad-hoc reports for internal and external clients.
• Administers intraday schedule changes and supports delivery processes.

Skills

Workforce Management

Scheduling

Intraday analytics

Advanced Excel

Data storytelling

Stakeholder partnering

Education

Bachelor’s degree in Business/Operations/Statistics

Tools

NICE/IEX

Salesforce

Job description

Seminole Hard Rock Support Services is seeking an experienced Workforce Management Specialist to design fair schedules, monitor intraday activity, and deliver timely insights to operations and executives. You will work with WFM platforms and Excel, translating data into staffing decisions to optimize coverage and productivity.

The role involves real-time decisioning, cross-functional collaboration across departments, and occasional after-hours shifts during peak events.