Workforce Management Specialist

Seminole Hard Rock Support Services; Town of Florida (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

Seminole Hard Rock Support Services is seeking a Workforce Management Specialist to ensure the right people are scheduled at the right times to meet demand, SLAs, and labor targets, leveraging WFM platforms and strong analytical skills.

You will collaborate with Operations and Vendors, design fair schedules, monitor intraday performance, and deliver timely reports while maintaining brand standards and compliance.

Qualifications

• 2 to 4+ years in Workforce Management or adjacent operations analytics roles.
• Proficiency with WFM software 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.

Responsibilities

• Designs fair, compliant schedules maximizing coverage and efficiency.
• Monitors real-time ACD work state of agents, schedule and break adherence, and thresholds.
• Delivers regular and ad-hoc reports on time as requested by clients.
• Partners with Operations and Vendors to optimize staffing and processes.
• Analyzes performance issues and recommends solutions with Operations Management.

Skills

WFM software expertise

Advanced Excel/Sheets

Analytical thinking

Stakeholder collaboration

Reporting skills

Education

Bachelor's degree in Business, Operations, Statistics, or related field

Tools

NICE/IEX

Salesforce

Excel

Job description

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 full 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).