Workforce Operations Manager

The Manager of Workforce Management plays a crucial role in Support Operations, ensuring that we maintain optimized staffing levels, schedules, and resources for efficient operations. This role is essential for minimizing wait times and maximizing our players' time on site.

They will be responsible for forecasting contact volumes, scheduling personnel appropriately, and adapting to fluctuations in demand, ultimately enhancing productivity and service quality. By analyzing customer service data, they will make data-driven decisions to establish the optimal staffing setup, ensuring the best user experience.

Essential Duties and Responsibilities:

• Lead the entire workforce management strategy, including gathering business requirements, reviewing KPIs, and efficiently implementing resources; manage the work through all support channels and avenues
• Own the completion of work along with other business owners, including conducting business analyses of data-driven initiatives
• Evaluate, implement, and optimize workforce management tools and software to enhance operational efficiency
• Completion of new hire scheduling and attendance expectation training
• Completion of payroll for hourly employees.
• Modeling of staffing needs and collaboration with recruiting for staffing needs
• Oversees adherence and shrinkage, staffing optimization, and attrition
• Ensure compliance with labor laws, company policies, and industry regulations in all workforce management activities
• Ensures all required training, licensing and other required activities that will impact contact volume such as holidays, peak times, and promotions are taken into consideration so that SLAs are met while completing requirements
• Collaborate with department heads, Marketing Operations, People Operations, and other stakeholders to ensure seamless communication and alignment between workforce management and organizational goals
• Responsible for ensuring that the work environment is professional and conducive to providing opportunities for growth and development.
• Provides formal and informal feedback to workforce staff members on a regular basis to reinforce positive behaviors, hold each member accountable, and develop their skills
• Ensure the proper escalation policies are in place for incidents related to Fraud, AML, and Risk
• Provide feedback to product team and management team about player issues
• Stay abreast of industry trends and emerging technologies in workforce management
• Escalate all necessary issues to management in a timely fashion
• Other duties as necessary and/or assigned.

Required Skills:

• Experience with computers, browsers, mobile devices
• Ability to search, find answers, and instruct our players on remedies to a wide variety of issues
• Great written communication skills
• Self-motivated and very reliable
• Experience with gambling industry and industry terminology, standard promotions, and gameplay