MANAGER - WORKFORCE PLANNING

At Hard Rock and Seminole Gaming, delivering seamless, legendary guest and team member experiences isn’t just what we do — it’s who we are. As Workforce Manager – Forecasting, Planning & Scheduling for Seminole Hard Rock Support Services, you’ll play a strategic and operational leadership role in ensuring our global contact center network is resourced, optimized, and prepared to deliver world-class service across all channels.

You’ll lead the end-to-end workforce planning process — from long and short-term forecasting to building dynamic scheduling & real-time service level condition management — across a complex, multi-location, omnichannel, and outsourced environment. As an expert in NICE InContact and IEX WFM, you'll bring a strategic mindset to labor planning, capacity modeling, and service-level management, while actively influencing business and budget decisions at the highest levels.

Essential Duties and Responsibilities:

Shape the workforce strategy:

• Own the strategic development and continuous evolution of enterprise-wide workforce planning frameworks that align with business goals and growth plans.
• Lead forecasting, planning, and scheduling strategy across multiple lines of business, balancing efficiency, service level, and financial impact.
• Serve as a thought leader in workforce innovation, process design, and technology adoption across the global contact center network.

Forecast and plan with precision:

• Build and maintain advanced forecasting models using historical, seasonal, and behavioral data to anticipate multichannel volume trends.
• Develop scalable, dynamic headcount models that support hiring, budgeting, and business expansion.
• Lead capacity planning conversations with operations and finance to align forecasts with workforce investments.

Execute smart scheduling:

• Design optimized, cost-effective schedules that align staffing to demand across internal and outsourced teams.
• Ensure proper shift coverage, interval-level accuracy, and adherence to service level agreements.
• Support real-time operations in making proactive, intraday staffing adjustments as needed.

Maximize technology:

• Serve as a system owner and subject matter expert for NICE InContact and IEX WFM, driving optimal use and integration.
• Champion innovation in WFM technology, automation, and reporting tools to support better decision-making and process efficiency.

Manage across complexity:

• Support operations in multiple geographic locations with varied time zones, language needs, and labor regulations.
• Coordinate workforce planning for both internally operated and BPO (outsourced) partners with shared accountability.
• Develop strategies that scale across programs, campaigns, and changing business conditions.

Report with insight:

• Deliver strategic workforce dashboards, performance reports, and executive summaries that influence leadership decision-making.
• Conduct root cause analysis on staffing variances and partner with business units to develop corrective action plans.
• Monitor KPIs including forecast accuracy, schedule efficiency, occupancy, and cost per contact.

Partner to drive results:

• Collaborate cross-functionally with Operations, HR, Finance, Training, and Vendor Management to align workforce strategies with enterprise goals.
• Provide workforce insights during new program launches, marketing pushes, or major business changes to ensure readiness.
• Lead or contribute to strategic workforce projects, labor budgeting, and planning cycles.

Required Skills/Abilities:

• Demonstrated ability to lead and develop strategic workforce plans in a high-volume, omnichannel contact center environment.
• Advanced expertise in NICE InContact and IEX WFM, including design, configuration, and analytics.
• Strong business acumen with experience influencing decisions across operations, finance, and executive leadership.
• Proven experience managing multi-site and third-party BPO workforce strategies, balancing quality and cost.
• Advanced proficiency in Microsoft Excel and BI/reporting tools (e.g., Power BI, Tableau).
• Excellent analytical and critical thinking skills; ability to synthesize complex data into actionable insight.
• Strong communication skills and executive presence; able to present to leadership and represent WFM in strategic forums.
• Experience designing and owning workforce budgets and performance metrics.
• Strong problem-solving skills.
• Proven supervisory  Experience
• Proficient with Microsoft Office Suite or related software.
• Experience in 3rd party support
• Multi-Language a plus – Spanish preferred

Preferred Skills:

• Background in Inbound/outbound workforce strategy in hospitality, gaming, or large-scale service environments.
• Experience with workforce analytics, labor modeling, and productivity tracking at the enterprise level.
• Experience with SQL, data queries, or forecasting platforms is a plus.

Education and Experience:

• Bachelor’s degree in Business, Operations, Finance, or a related field (MBA or equivalent preferred).
• 10+ years of progressive experience in workforce management and strategic planning.
• Minimum 5 years leading workforce planning in a senior or enterprise-level capacity.

• A solution-orientated and positive mindset that openly embraces change and stretches goals.
• The ability to thrive in a fast-paced, ever-changing, and high-pressure environment.

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

 Seminole Hard Rock Support Services is an equal opportunity employer. We strive to foster an inclusive workplace culture for every team member. Seminole Hard Rock Support Services welcomes and encourages applications from people with disabilities. Reasonable accommodation is available upon request for candidates taking part in all aspects of the selection process.

Disclaimer

While this is intended to be an accurate reflection of the current job, management reserves the right to revise the current job or to require that other or different tasks be performed when circumstances change, (e.g. emergencies, changes in personnel, workload, rush jobs or technical developments).