Job Description

Location:

Biloxi, Mississippi

Become one of the stars behind The SHOW and become part of the worlds most powerful entertainment brands. Our Company has one exciting mission: To entertain the human race.

PRIMARY PURPOSE:

The Call Center Workforce Manager is responsible for volume and staffing forecasts, reviewing results to optimize scheduling, real-time staff monitoring, load-balancing, and same-day scheduling. They generate daily, weekly, and monthly reporting while identifying trends and providing analysis. They execute the intraday service level plan and communicate with all levels of management regarding operational issues and impacts.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

* Execute key processes such as forecasting, scheduling, and intra-day management to optimize operations and enable strategic and tactical objectives for Beau Rivage, National Harbor, and Gold Strike Call Center(s).
* Maintain workforce and capacity planning processes to optimize short/mid/long term staffing plan at Beau Rivage, National Harbor, and Gold Strike Call Centers(s) balancing between Customer Experience, Employee Experience, Operational Flexibility, and Cost-Effectiveness.
* Responsible for the deployment of short or long-term volume/staffing forecasting models.
* Gather and maintain historical data, developing statistical models, and producing volume/staffing forecasts to determine required resources to meet cost and service level targets.
* Implement automation or procedural changes to increase productivity, accuracy and improve workflow.
* Collaborate with a third-party vendor and Las Vegas Contact Center to troubleshoot and resolve Workforce Management software problems.
* Consistent exercise of independent judgment and discretion in matters of significance.
* Act as a resource for all team members.
* Manage and delegate workflow to meet deadlines.
* Provide role modeling, leadership, coaching, and mentoring for team members.
* Maintain performance tracking and attendance for all employees of the call center to include PTO requests and approvals, leave of absences.
* Meet all deadlines for reports and various deliverables to Operations.
* Communicate with Operations leadership, actively and appropriately respond to requests and seek input from operational areas on the workforce management projects and role.
* Continually seek opportunities to increase efficiency and productivity and to enhance the performance of the Workforce Management team.
* Identify and communicate areas of opportunity for improvements within Operations and Workforce Management as it relates to improving metrics and meeting Service Level Agreements (SLAs).
* Monitor and react to fluctuations in call volume as they occur to restore service levels as quickly as possible.
* Assist with Ticketing System issues, processes, and scheduling for Supervisor coverage at the Ticket Office.
* Perform other job-related duties as requested.

MINIMUM REQUIREMENTS:

* Bachelors degree in a related field, or equivalent experience
* One (1) year of relevant experience

PREFERRED:

* Previous experience working in a similar resort or call center setting.

KNOWLEDGE, SKILLS, AND ABILITIES:

* Must have a working knowledge of Microsoft Office applications
* Virent or other call center workforce management platform
* Ability to effectively communicate in English, in both oral and written forms
* Interpersonal skills to deal effectively with all business contacts

WORKING CONDITIONS:

This position may require strenuous physical activities and exposure to pipe, cigar, and/or cigarette smoking. An ability to work a flexible schedule, including extended hours, weekends, and holidays may also be required.