Workforce Management Specialist

Hard Rock Hotel & Casino Ottawa

About The Position

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.

Requirements

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).

Responsibilities

Designs fair, compliant schedules maximizing coverage and efficiency.
Acts quickly on live signals to protect SLAs and productivity.
Packages insights into clear narratives for operators and executives.
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.
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.