About the position
The Workforce Management Specialist at MGM Resorts International plays a crucial role in creating and implementing effective scheduling solutions that cater to the dynamic demands of the business. This position requires a deep understanding of Workforce Management software and processes, enabling the specialist to track, monitor, and communicate any system issues or downtime effectively. The specialist will work closely with various department leaders to ensure that staffing levels are accurate and that efficiency strategies are formulated to meet the needs of the business. In this role, the Workforce Management Specialist will be responsible for suggesting scheduling changes and developing new business models that enhance staffing while adhering to current labor agreements. The specialist must also balance optimum scheduling with service expectations and legal requirements, ensuring that all scheduling processes are managed ethically and equitably. Daily operations will include managing leave requests, call-outs, and other scheduling tasks, while also monitoring Key Performance Indicators (KPIs) such as Service Level, Occupancy, Abandon rates, Average Speed of Answer (ASA), and Average Handle Time (AHT) on a regular basis. The ideal candidate for this position is someone who takes pride in their work, has great attention to detail, and is available to work on weekends. They should enjoy helping others and making a positive impression, while also being adaptable to changing situations in a fast-paced work environment. This role is essential in ensuring that MGM Resorts continues to deliver exceptional experiences to its guests by maintaining optimal staffing levels across all departments.
Responsibilities
- Create and implement scheduling solutions utilizing Workforce Management software.
- Track, monitor, and communicate all system issues and downtime.
- Collaborate with department leaders to ensure accurate staffing levels.
- Formulate efficiency strategies based on current business demands.
- Suggest scheduling changes and create new business models.
- Discover new best practices to enhance staffing while adhering to labor agreements.
- Manage daily schedule operations, including leave requests and call outs.
- Monitor Key Performance Indicators (KPIs) such as Service Level, Occupancy, Abandon rates, ASA, and AHT.
Requirements
- Subject matter expert on Workforce Management software and processes.
- Ability to track and communicate system issues effectively.
- Experience in creating scheduling solutions for dynamic business demands.
- Strong collaboration skills to work with department leaders.
- Knowledge of legal and legislative requirements related to scheduling.
- Ability to manage daily operations related to scheduling.
Nice-to-haves
- Great attention to detail.
- Ability to adapt to changing situations.
- Experience in a fast-paced work environment.
- Enthusiasm for helping others and making a good impression.
Benefits
- Wellness incentive programs for physical and mental health.
- Discounts on hotel, food and beverage, retail, and entertainment.
- Free meals in the employee dining room.
- Free parking on and off shift.
- Free uniform and dry cleaning.
- Healthcare, financial, and time off benefits.
- Professional and personal development programs.
- Networking opportunities and volunteer opportunities in the community.
