GamblingCareers.com · 1 day ago
Ops Strategy Analyst – Workforce Management (WFM)
United States
Full-time
Remote
Mid Level
$80K/yr - $95K/yr
3+ years expGamblingCareers.com is seeking an Ops Strategy Analyst specializing in Workforce Management (WFM). This role is crucial for optimizing staffing and real-time performance in a dynamic environment, blending hands-on management with analytical insights to inform operational strategies.
Casino
Responsibilities
Create, maintain, and continuously optimize workforce schedules aligned to forecasted demand, service-level targets, and state licensing or regulatory requirements across multiple lines of business
Serve as a central coordination and decision point for workforce allocation, directing resources across teams to balance productivity, agent needs, and customer experience
Partner with Operations leadership to understand business trends, seasonality, and performance drivers, adjusting staffing models, schedules, and offline time as needed
Own the accurate recording and governance of offline time and planned time off within the WFM system
Monitor real-time agent activity using workforce management tools (Playvox and Salesforce) to assess adherence, productivity, and service-level risk
Identify and proactively address gaps between scheduled and actual performance, recommending and executing real-time adjustments such as schedule changes, reallocation of resources, and offline time management
Balance short-term service-level protection with agent well-being when reviewing and approving time-off requests
Communicate intraday risks, trade-offs, and mitigation plans clearly to Operations partners
Partner with Operations, Training, HR, Product, and Technology teams to plan and schedule training, coaching, and development time without compromising service levels
Advocate for and support the adoption of workforce programs, tools, and process improvements that enhance scheduling accuracy, adherence, and execution discipline
Collaborate with Product and Technology partners to improve tooling, automation, and reporting that support intraday decision-making and workforce execution
Lead the documentation, standardization, and continuous improvement of WFM processes, playbooks, and operating procedures to ensure consistency and scalability
Develop and maintain reporting and insights across key WFM metrics, including service levels, adherence, occupancy, concurrency, and shrinkage
Translate workforce data into clear, concise narratives that support operational decision-making and trade-off discussions
Provide scenario-based recommendations to leadership, evaluating the impact of staffing decisions on cost, customer experience, and agent experience
Act as a trusted advisor to Operations leadership on workforce execution strategies and real-time performance risks
Qualification
Required
3–5 years of experience in workforce management, operations analytics, or strategic operations within an execution-heavy, fast-moving environment
Strong written and verbal communication skills, with the ability to clearly convey risks, trade-offs, and recommendations to stakeholders at multiple levels
Proven ability to partner cross-functionally and influence outcomes without direct authority
Demonstrated ability to quickly learn new systems, tools, and processes with minimal direction
Advanced analytical skills (Google Workspace required; SQL and BI tools a plus)
Preferred
Hands-on experience with workforce scheduling, intraday management, and capacity optimization in high-volume or regulated environments
Strong understanding of workforce metrics and contact center performance indicators (e.g., service level, occupancy, adherence, shrinkage)
Experience supporting real-time operational decision-making in dynamic, rapidly changing conditions
Company
GamblingCareers.com
GamblingCareers.com is the leading job board for the iGaming and Online Gambling industry, dedicated to bridging the gap between talented job seekers and top employers in the sector.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase