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Responsibilities/Purpose

The Senior Workforce Management and Reporting (WFM) Analyst will be responsible for forecasting, analyzing and reporting on contact volumes and handle times for a multi-skilled contact center and creating schedules that will allow the center to meet its service level, sales, abandonment, training, and budgetary goals. The Sr. WFM Analyst must be proactive, hardworking, and able to meet deadlines within a fast paced and dynamic environment.

• Creates and maintains long and short term forecasts by projecting future contact volume and handle times and analyzing historical trends, overhead, seasonality and marketing schedules to meet/exceed sales and services standards.
• Gathers and analyzes data in regards to hiring, budgeting, and labor related issues for improving service and/or sales and assists with communicating results to management.
• Gathers and analyzes data for shift/holiday bids. Creates and distributes shift/holiday bids that will allow the department to balance labor expenses and customer expectations.
• Creates and adjusts weekly schedules based upon forecasted contact volume and handle times. Creates and maintains annual vacation schedules based upon forecasts and training needs. Gathers and analyzes data for approval to schedule time off and overtime based upon the active forecast and intraday.
• Ensures that service level, occupancy, abandonment, and cost per minute goals are met by monitoring and making adjustments to schedules based upon the active forecast and intraday statistics. Assists with monitoring activities and assures that agents are adhering to their posted schedules.
• Responds to all requests from management and supervisors professionally and in a timely manner.
• Shifts contact volume based upon intraday between different workgroups and contact centers.
• Assists in the timely delivery of all departmental productivity reports. Creates custom reports for management based upon their requests and department needs. Pro-actively analyzes and reports contact center statistics to improve service and labor cost. Tracks statistics for all department pilots and projects.
• Assists in scheduling trainings, buzz sessions, briefings, team meetings and all other off phone activities based upon the active forecast and intraday statistics.
• Maintains agent information within all departmental databases.
• Assists with the attendance tracking and payroll to ensure timeliness and accuracy is at the highest standard.

• Education: High school graduate.
• Experience: 3 years contact center experience and 1 year customer service oriented job experience. Familiarity with reporting and WFM software.
• Abilities:
  • Must be able to type.
  • Must have a thorough knowledge of the WFM processes including forecasting, scheduling and daily management.
  • Intermediate level of Microsoft Office programs (Excel, PowerPoint, and Word).
  • Excellent leadership, organizational, listening, interpersonal, analytical, written and verbal communication skills required.
  • Must have good mathematical skills and a basic understanding of call center and workforce management terminology and call center productivity metrics.
  • Must demonstrate an upbeat and positive disposition.
  • Must be highly motivated, proactive individual and independent thinker.
  • Must be able to handle multiple tasks in a high volume, fast paced environment.
  • Must be able to motivate and inspire the team to achieve desired results.
  • Knowledge of computer, telecommunications functions and systems, customer service and telemarketing. Excellent, developmental and motivational skills required.
• Desired Skills:
  • Some knowledge of IEX or other scheduling software, SQL, VB and Showcase preferred but not required.
  • Reservations or Front Desk experience preferred but not required.

This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g. emergencies, changes in personnel, workload, or technical developments).

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.

Caesars Entertainment reserves the right to make changes to the job description whenever necessary.

As part of Caesars Entertainment’s employment process, finalist candidates will be required to complete a drug test and background check prior to an offer being extended. Caesars Entertainment Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, gender, age, religion, disability, sexual orientation, veteran status, or marital status.

Our client, a highly respected manufacturer of high-performance gaming peripherals, is seeking a passionate and customer-focused Customer Support Representative to join their team in Las Vegas, Nevada . This role is crucial for providing exceptional support to a vibrant community of gamers. You will be the first point of contact for customers experiencing issues with our client's products, ensuring their gaming experience remains uninterrupted and enjoyable. This is an on-site position, offering a collaborative and dynamic office environment where you can interact directly with colleagues and contribute to a positive team culture. We are looking for individuals who are not only adept at customer service but also possess a genuine enthusiasm for gaming and technology. If you are detail-oriented, a strong communicator, and driven to deliver outstanding support, this is an exciting opportunity to build a career within a growing industry. Become an essential part of a company that values its customers and fosters a fun, engaging workplace.

• Handle inbound customer inquiries via phone, email, and live chat regarding product issues, order status, and general information.
• Troubleshoot common issues with gaming keyboards, mice, headsets, and other peripherals.
• Process returns, exchanges, and warranty claims efficiently and accurately.
• Provide product recommendations and technical assistance to customers.
• Document all customer interactions and resolutions in the CRM system.
• Escalate complex technical issues to the appropriate senior support staff or technical teams.
• Identify customer needs and actively listen to feedback to improve products and services.
• Maintain a high level of product knowledge for all gaming peripheral lines.
• Contribute to team goals by meeting or exceeding key performance indicators.
• Assist in developing customer support resources and FAQs.

• Previous experience in a customer service or technical support role is required.
• A strong passion for and knowledge of the gaming industry and gaming peripherals.
• Excellent verbal and written communication skills, with a friendly and professional demeanor.
• Proficiency in using computer systems, including CRM software and ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Strong problem-solving skills and the ability to remain calm under pressure.
• High school diploma or equivalent; some college education is a plus.
• Must be able to work on-site in our Las Vegas, Nevada office.
• Ability to work flexible hours, including some weekends and holidays as needed.
• Demonstrated ability to empathize with customers and provide solutions.

• Competitive hourly wage and potential for performance bonuses.
• Comprehensive health, dental, and vision insurance.
• Paid time off and company holidays.
• Employee discounts on gaming peripherals.
• Opportunities for growth within the customer support department.
• A vibrant and energetic office atmosphere.
• Team-building events and company activities.
• Retirement savings plan options.