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Senior Manager of Workforce Optimization
2 months ago
BetMGM is a leading online gaming company that is revolutionizing the sports betting and gaming industry in the United States. We are a partnership between two powerhouse organizations, MGM Resorts International and Entain Group. Our mission is to deliver the best quality gaming platforms and create a culture of empathy where our employees feel valued, heard, and comfortable bringing their authentic selves to work.
About the RoleWe are seeking a highly skilled Senior Manager of Workforce Management to join our team. As a key member of our leadership team, you will be responsible for developing and executing our workforce management strategy, leading the Realtime Analytics team and Capacity Planning team, and building and planning for our future needs and growth from a strategic and data-driven point of view.
Key Responsibilities- Develop and implement a comprehensive workforce management strategy that aligns with our business objectives.
- Lead and build on teams across multiple geographies to ensure that BetMGM is the leading service provider in the market.
- Collaborate with leaders across disciplines to understand gaps throughout workforce management forecasting and create short-term and long-term strategies for overall success.
- Revolutionize and transform ways of working with in-house systems, ensuring WFM team success across tools and resources.
- Develop documentation and training for new processes related to the WFM team.
- Work closely with Compliance & Operational Strategy teams to develop new and intelligent resource planning resources to meet demand in a highly regulated industry.
- Regularly report on KPI and metric trends in real-time, daily, and weekly intervals to ensure success across the WFM line of business.
- 7+ years of experience in Workforce Management with proven success in leading and developing teams and functions.
- Experience in a hyper-growth and ever-changing customer operation is essential.
- Expert knowledge in recent NICE CXone platforms.
- Proven up-to-date and relevant knowledge of WFM KPIs and best practices.
- Proven ability to drive change and influence with a highly data-driven background focused on quality.
- Elevated communication skills and confidence in managing varying levels of stakeholders.
- A willingness to adapt well to changing needs and priorities with the ability to pivot easily to achieve goals and deadlines.
- A proven strategic and creative thinker with an ability to visualize and operationalize strategies.
- Assertive yet professional demeanor with persistence and willingness to lead the way.
- Proven ability to quickly identify problems, develop meaningful solutions, and drive work forward in an environment with high ambiguity.
We offer a competitive salary range of $114,000 - $149,625, plus an annual bonus. We also provide a comprehensive benefits package, including medical, dental, vision, life insurance, commuter benefits, paid time off, holidays, and employee resource groups.
BetMGM is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified individuals, regardless of race, religion, gender, gender identity, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability, or any other legally protected status.
