Workforce Optimization Manager

Description

Job Overview

The Workforce Optimization Manager provides strategic, cross-functional leadership across workforce planning, scheduling, knowledge management, and workforce policy administration for Wind Creek Hospitality’s call center operations. This role supports two high-volume call centers with 70+ agents and serves as a trusted partner to Operations, Training, HR, and Technology to ensure staffing efficiency, service level performance, labor governance, and consistent agent enablement.  The role serves as the subject-matter expert for workforce forecasting, real-time management, labor optimization, and operational knowledge accuracy, with direct impact on guest experience, labor spend, and performance consistency.

Purpose

Our genuine engagement and positive energy provides guests, especially women, an escape into an exciting fantasy world of fun, chance, and possibility, where everyone feels a sense of belonging and importance.

Value System

Our enthusiastic commitment to our purpose inspires and empowers us to do everything right, have fun, and be the best. We will be recognized fairly, elevating our levels of personal accountability, and focus on our customer. The resulting creation of wealth will grow opportunities for all.

Duties And Responsibilities

• Provide end-to-end ownership of all Workforce Management (WFM) functions for two call centers, including forecasting, scheduling, real-time adherence, intraday management, and performance reporting.
• Forecast call volumes and staffing requirements using historical trends, seasonality, business initiatives, and demand drivers.
• Design, maintain, and continuously optimize agent schedules to meet service level objectives while balancing agent experience, compliance, and labor efficiency.
• Monitor intraday performance and proactively adjust staffing and schedules to mitigate service risks.
• Analyze and report on workforce KPIs including service level, ASA, abandon rate, shrinkage, occupancy, utilization, and productivity.
• Serve as the owner and administrator of the call center knowledge base (SHELF), ensuring operational accuracy, policy alignment, and timely updates that directly support agent performance and reduce escalations.
• Administer and govern agent PTO requests, overtime approvals, and schedule exceptions in alignment with staffing requirements, policy guidelines, and labor cost controls.
• Partner with Call Center Leadership to align workforce strategy, knowledge management, and labor governance with operational goals, promotions, and business changes.
• Identify workforce optimization opportunities and process improvements that drive efficiency, reduce risk, and improve consistency across operations.
• Support new hire onboarding, training schedules, and ramp-up planning to ensure service readiness and speed-to-proficiency.
• Act as a long-tenured subject-matter expert and advisor to leadership, providing historical context, operational insight, and data-driven recommendations.
• Maintain workforce management systems with accurate data and documentation; troubleshoot issues as needed.
• Support the implementation of workforce initiatives, system upgrades, or process changes.
• Identify opportunities to streamline scheduling or reporting procedures and recommend improvements.
• Provide training or support for new staff in workforce procedures and tools.
• Maintains a clean and professional looking facility that includes properly functioning equipment
• Ensures effective communication among all levels of employees in the call center and between the call center and Wind Creek Hospitality
• Other duties and responsibilities as assigned

Job Requirements (Please Ensure You Meet The Listed Requirements Prior To Applying)

• High School diploma or GED –required
• Bachelor’s Degree in Related Field AND two (2) years Supervisory experience –required
  • OR Four (4) years’ experience in a Management position –required
  • OR Three (3) years’ experience in a Supervisory position with Wind Creek Hospitality–required
• Two (2) years’ experience in a Call Center/Teleservices environment –required
• Two (2) years of experience in workforce coordination, operations support, or similar environment. –required
• ICMI Certified in Workforce Management and Call Center Operations – preferred
• Advanced proficiency with WFM/WFO systems, reporting tools, and workforce analytics - preferred
• Demonstrated experience supporting high-volume environments with 50+ agents across multiple teams or sites.
• Demonstrated proficiency in Microsoft Excel and workforce management or scheduling platforms.
• Strong analytical and organizational skills with attention to accuracy and timeliness.
• Effective communication and collaboration skills; able to partner with multiple departments.
• Ability to prioritize and balance multiple responsibilities in a fast-paced operational setting.
• Must obtain and maintain a Tribal Gaming License as a condition of employment
• Must have willingness and ability to work in a smoke/secondary smoke environment

NATIVE AMERICAN INDIAN PREFERENCE IN HIRING POLICY SHALL BE ADHERED TO AT ALL TIMES

Complaints about the recruitment or selection process for employment should be directed in writing to office of the President and CEO of Wind Creek Hospitality.