Workforce Management Specialist - MGM Springfield

MGM Resorts; Town of Springfield (WI); On-site; USD 24,000 - 34,000; Full time

Job summary

MGM Resorts is seeking a Workforce Management Specialist for MGM Springfield in Massachusetts. The role focuses on leveraging scheduling software, analyzing KPIs, and collaborating with leaders to design efficient staffing solutions in a fast-paced resort environment.

The ideal candidate has at least 2 years of relevant experience and a High School Diploma, GED, or equivalent. The starting rate is $21.00 per hour, with on-site work in Springfield, MA.

Qualifications

• 2+ Years of Prior Relevant Experience.
• Experience with scheduling software and KPI analysis is preferred.

Responsibilities

• Serve as the subject matter expert on Workforce Management systems and processes, monitoring performance and downtime.
• Develop and maintain department schedules aligned to real-time business needs, exceptions, and service expectations.
• Partner with department leaders to ensure accurate staffing, identify efficiencies, and recommend scheduling improvements or new operating models.
• Apply best practices to optimize staffing while adhering to labor agreements, legal requirements, and principles of equity and ethics.
• Balance optimal scheduling with service levels and regulatory compliance.
• Support daily scheduling operations, including leave requests and call-outs, in a collaborative team environment.
• Track, analyze, and report KPIs such as Service Level, Occupancy, Abandon Rates, ASA, and AHT on a daily, weekly, and monthly basis.

Skills

KPI analysis

Cross-functional collaboration

Workforce management

Education

High School Diploma, GED or equivalent

Job description

Springfield, Massachusetts

The SHOW comes alive at MGM Resorts International

Have you ever wondered what it would be like to work in a place full of excitement, diversity, and entertainment? Are you enthusiastic about being a team player in one of the most fascinating industries in the world? At MGM Resorts, we seek individuals like YOU to create unique and show-stopping experiences for our guests.

THE JOB:

As a Workforce Management Specialist , you'll leverage your experience with advanced scheduling software, KPI analysis, and cross‑functional collaboration to design efficient, compliant staffing solutions that support evolving business demands. If you thrive as a subject matter expert who partners with leaders to optimize service and performance, this is an opportunity to make a visible impact. Bring your workforce planning expertise to a fast‑paced, dynamic resort environment here at MGM Springfield.

THE STARTING RATE:

$21.00 per hour

THE DAY-TO-DAY:

• Serve as the subject matter expert on Workforce Management systems and processes, monitoring performance and communicating system issues or downtime
• Develop and maintain department schedules aligned to real‑time business needs, exceptions, and service expectations
• Partner with department leaders to ensure accurate staffing, identify efficiencies, and recommend scheduling improvements or new operating models
• Apply best practices to optimize staffing while adhering to labor agreements, legal requirements, and principles of equity and ethics
• Balance optimal scheduling with service levels and regulatory compliance
• Support daily scheduling operations, including leave requests and call‑outs, in a collaborative team environment
• Track, analyze, and report key performance indicators such as Service Level, Occupancy, Abandon Rates, ASA, and AHT on a daily, weekly, and monthly basis

THE IDEAL CANDIDATE:

• High School Diploma, GED or equivalent
• 2+ Years of Prior Relevant Experience