Workforce Management Specialist

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

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:

• 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 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.

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.

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).

Be Iconic represents the roots of our culture.

The Seminole Tribe of Florida remains the only unconquered tribe in the United States of America.

The Tribe established Seminole Gaming in 1979, when it opened the first high-stakes bingo hall in the United States.

Building on its rich heritage of courageous and groundbreaking achievements, the Seminole Tribe of Florida acquired Hard Rock International in March 2007—the first transaction of its kind by a Native American tribe.

Today, Hard Rock International remains one of the most globally recognized companies in the world, with Hard Rock Hotel, Casino, Cafe and Rock Shop® venues in over 74 countries.

With the continued growth of Seminole Gaming and Hard Rock International, Seminole Hard Rock Support Services was created to support all of our brands and lines of business.

With the largest global footprint in the hospitality industry for over 50 years, our number-one job is to bring fun and excitement to our team members and our guests!