Workforce Management Supervisor

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Requirements:

• 3+ years of experience supervising and managing a team.
• Previous experience in a Workforce Management role preferred.
• Associate or bachelor’s degree preferred.
• Strong interpersonal and communication skills to effectively communicate with diverse constituencies.
• Ability to make critical decisions while following company procedures.
• Ability to work a flexible schedule, including holidays.
• Must be able to pass required licensing as mandated by various state racing and gaming regulatory bodies.

Responsibilities:

• Supervise a team of Workforce Management Coordinators responsible for monitoring real-time Customer Support Agents’ adherence and resource alignment.
• Ensure accuracy of daily operations including attendance monitoring and real-time scheduling changes.
• Communicate with the WFM team and operations regarding call outs or changes.
• Provide quality control oversight and team workload distribution.
• Coach, manage, and develop Workforce Management Coordinators through weekly one-on-one meetings.
• Prepare reports on daily Key Performance Metrics and make recommendations for changes.
• Train the team on policies and procedures while promoting creative solutions for improvements.
• Conduct performance appraisals and support developmental growth for the team.
• Issue performance documentation when necessary.
• Assist with correspondence to Customer Support Agents and other departments.
• Build and maintain relationships with key stakeholders to ensure shared objectives.