Manager, Workforce Optimization

Duties may include but not limited to:

 Implement and maintain Workforce Optimization strategy that aligns with current and future organizational goals

 Manage Workforce Optimization team on a day to day basis

 Work with management to accurately forecast workload, analyze historical trends and forecast head count needs and optimized scheduling

 Analyze and interpret past and current workload data to determine staffing needs, create accurate schedules and ensure service levels and customer service level goals are met

 Support the optimization of both gaming & non-gaming business processes and others

 Establishment of processes that ensure optimal schedule adherence of gaming & non-gaming representatives, taking into account non-productive time including training, team meetings, planned/unplanned absenteeism, coaching, etc.

 Create and distribute daily, weekly and monthly reporting that provides insight into workload trends

 Plan for the impact of gaming & non-gaming campaigns, and seasonality to ensure adequate staffing for anticipate workloads; escalates business-critical concerns to the appropriate contacts via proper channels within respective timeframes

 Create optimal Workforce Optimization discipline that supports and maintains existing culture of the company

 Partner with IT and act as primary contact and In-house expert for any software issues regarding the Workforce Optimization scheduling and forecasting tools and conduct training on the forecast/scheduling tools, reports, and departmental procedures to staff as required.

 Analyze intra-day, daily, weekly and monthly results, including documentation of reporting requirements for new and revisions to existing reports

 Adhere to all company policies and procedures

• Professional and multi-cultural working environment
  
• Top competitive HR compensation & benefits in the industry
  
• Career development opportunity in one of the biggest Casino companies in the world
  

Qualifications/Requirements:

 At least 5 years experiences in HR or related background

 Experience in workforce management processes and tools, reporting and analysis, problem/issue identification, documentation, tracking and resolution.

 Strong oral, written and interpersonal skills and strong customer-service skills, including courteous telephone etiquette

 Ability to interpret policies and procedures and communicate effectively

 Ability to make decisions and exercise good judgment in a complex and rapidly changing environment

 Capability to adapt to a fast-paced environment and learn and retain new or evolving information and procedures

 Ability to work both independently and within a team environment

 High level of integrity and professionalism

 Strong attention to detail

 Accountable and reliable

 Ability to utilize problem-solving techniques

 Ability to exercise discretion on sensitive and confidential matters

 Excellent punctuation, spelling, grammar, and proof-reading skills

 Bachelor’s Degree, College or University Degree in related field preferred, from an accredited institution, and/ or equivalent work experience.