Manager, Workforce Optimization (HR)

Insurance, Incentive bonus, Health checkup, Training & Development, Salary review, Employee Shuttle Service, Uniform, Annual Leave

Duties may include but not limited to:

• Implement and maintain Workforce Optimization strategy that aligns with current and future organizational goals
• Manage Workforce Optimization team on a day to day basis
• Work with management to accurately forecast workload, analyze historical trends and forecast head count needs and optimized scheduling
• Analyze and interpret past and current workload data to determine staffing needs, create accurate schedules and ensure service levels and customer service level goals are met
• Support the optimization of both gaming & non-gaming business processes and others
• Establishment of processes that ensure optimal schedule adherence of gaming & non-gaming representatives, taking into account non-productive time including training, team meetings, planned/unplanned absenteeism, coaching, etc.
• Create and distribute daily, weekly and monthly reporting that provides insight into workload trends
• Plan for the impact of gaming & non-gaming campaigns, and seasonality to ensure adequate staffing for anticipate workloads; escalates business-critical concerns to the appropriate contacts via proper channels within respective timeframes
• Create optimal Workforce Optimization discipline that supports and maintains existing culture of the company
• Partner with IT and act as primary contact and In-house expert for any software issues regarding the Workforce Optimization scheduling and forecasting tools and conduct training on the forecast/scheduling tools, reports, and departmental procedures to staff as required.
• Analyze intra-day, daily, weekly and monthly results, including documentation of reporting requirements for new and revisions to existing reports
• Adhere to all company policies and procedures