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Associate Director Workforce Management Jobs in Florida

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Traffic Workforce Analyst

Tampa, FL · On-site

Escalate service level and occupancy miss issues to the necessary Manager, Director or Vice ... Workforce management scheduling and forecasting software - 2+ * Inbound contact center experience ...

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Associate Director Workforce Management information

What does an associate director workforce management do?

An Associate Director of Workforce Management oversees the planning, coordination, and optimization of workforce resources within an organization. Their responsibilities often include developing staffing strategies, analyzing workforce data, ensuring compliance with labor regulations, and working to improve employee productivity and satisfaction. They collaborate with other department leaders to forecast workforce needs and implement programs that align with organizational goals. This role typically requires strong leadership, analytical, and communication skills.

How does an associate director workforce management collaborate with other departments to optimize staffing strategies?

An Associate Director of Workforce Management works closely with leaders from operations, human resources, and finance to ensure staffing aligns with business goals and fluctuating demand. This role often involves regular cross-departmental meetings to analyze workforce data, discuss upcoming projects, and adjust schedules or headcounts proactively. Effective collaboration helps anticipate resource needs, minimize overtime, and maintain high levels of service. Building strong relationships with multiple teams is essential for creating agile, data-driven staffing plans that support organizational success.

What are the key skills and qualifications needed to thrive as an associate director workforce management, and why are they important?

To thrive as an Associate Director Workforce Management, you need expertise in strategic workforce planning, data analysis, and a background in business administration or human resources. Familiarity with workforce management systems (e.g., Kronos, NICE), advanced Excel, and relevant certifications such as SHRM-CP or PMP are highly valuable. Strong leadership, communication, and problem-solving skills help you effectively guide teams and collaborate with stakeholders. These skills and qualities are crucial for optimizing staffing efficiency, ensuring compliance, and supporting organizational goals.

What cities in Florida are hiring for Associate Director Workforce Management jobs?

Cities in Florida with the most Associate Director Workforce Management job openings:

Infographic showing various Associate Director Workforce Management job openings in Florida as of August 2026, with employment types broken down into 100% Full Time. Highlights an 86% In-person, and 14% Remote job distribution.

Workforce Management Specialist

Hollywood, FL • On-site

180 Seminole Hard Rock Support Services
See more jobs at 180 Seminole Hard Rock Support Servicesexternal

Full-time

Re-posted 7 days ago

Key responsibilities

  • Designs fair, compliant schedules to maximize coverage and efficiency.

  • Monitors real-time agent performance, schedule adherence, and schedule changes to ensure operational targets are met.

  • Prepares and delivers reports on performance metrics and analyzes data to improve staffing and operational processes.

Job description

Our team members are the key to our company’s success, and their health and well-being, as well as that of their families, is very important to us. We offer a comprehensive benefits package that allows our team members stay healthy, plan for their future and maintain a healthy work-life balance. Benefits may vary with employment status.  To see our fill list of Team Member Benefits please visit our career site: www.gotoworkhappy.com/benefits

Job Description:

The Workforce Management Specialist is responsible for ensuring the right people are scheduled at the right time to meet operational demand, service-level objectives, and labor cost targets. The role spans scheduling, intraday monitoring, and performance reporting, leveraging WFM platforms (e.g., NICE/IEX/Salesforce) and partnering closely with Operations and Vendors.


Responsibilities

  • Scheduling Optimization: Designs fair, compliant schedules maximizing coverage and efficiency.
  • Real-Time Decisioning: Acts quickly on live signals to protect SLAs and productivity.
  • Data Storytelling: Packages insights into clear narratives for operators and executives.
  • Tool Savvy: Comfortable with WFM platforms and spreadsheets; contributes to tool/process rollouts.
  • Key performance indicators Service Level / ASA / Abandon Rate achieved versus plan. Schedule Adherence & Interval Compliance across teams. Occupancy and Shrinkage within targets. Cost-to-Serve / Labor Utilization improvements versus baseline.
  • Monitors real-time ACD work state of agents, schedule and break adherence, and agents exceeding thresholds.
  • Flexible shifts aligned to operational windows; occasional evenings/weekends during peak periods or events; cross-functional collaboration with multiple departments.
  • Conducts analyses and recommends solutions to real-time performance issues with the Operations Management Team.
  • Approves discretionary activities to increase occupancy and take advantage of high availability.
  • Administration of intraday schedule changes.
  • Delivers regular and ad-hoc reports on time as requested by the internal and external clients.
  • Performs other duties and assignments as directed.
  • Work closely with the operations team to analyze and help improve their delivery processes
  • Hold yourself accountable for measurable, high-quality, and timely results.
  • Care for Hard Rock brand by holding self accountable by being a brand ambassador.
  • Comply with all departmental and company policies, including Seminole Gaming’s and Hard Rock’s business ethics guidelines and property-specific protocols.
  • Assist with projects and other duties as requested or assigned
     

Qualifications

  • 2 to 4+ years in Workforce Management (scheduling, intraday) or adjacent operations analytics roles.
  • Proficiency with WFM software (e.g., NICE/IEX/Salesforce) and advanced Excel/Sheets.
  • Strong analytical and problem-solving skills; ability to translate data into actionable staffing decisions.
  • Clear communication and stakeholder partnering across Operations, Vendor BPOs.
  • Ability to create reports in Excel and forecast results
  • Attention to detail and a high level of accuracy
  • Ability to multitask, focus, and complete reports for extended periods
  • Experience managing schedules and KPIs in multi-site or global operations.
  • Familiarity with labor agreements and equity in scheduling practices.
  • Exposure to contact center metrics and intraday methodologies.
  • Bachelor’s degree in Business, Operations, Statistics, or related field (or equivalent experience).