Workforce Management Specialist - Contact Center at FAIRWINDS Credit Union in Orlando, FL

Job description

• Financial Freedom Happens Here – and it starts with YOU.
• At FAIRWINDS Credit Union, we're more than a workplace; we're a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom, for our members and for you.
• We're looking for a Workforce Management Specialist to play a critical role in helping our Contact Center operate at its best. This position combines analytics, forecasting, scheduling, and workforce optimization to ensure staffing decisions are data-driven, proactive, and aligned with business objectives. You'll partner closely with operational leaders to anticipate staffing needs, monitor performance, identify trends, and provide recommendations that help drive service excellence.
• If you enjoy working with data, solving complex staffing challenges, influencing operational decisions, and turning insights into action, this role offers an exciting opportunity to make a measurable impact on both the member and crewmember experience.

Responsibilities

• Develop and maintain short-term, long-term, and seasonal forecasts using historical volume trends, business initiatives, and operational data.
• Create, publish, and adjust schedules to ensure appropriate staffing levels while balancing operational needs and service level objectives.
• Monitor schedule adherence, attendance, absenteeism, occupancy, service levels, average handle time, abandoned rates, and other workforce metrics.
• Review phone, chat, email, and digital service volumes in real time and recommend or implement staffing adjustments as needed.
• Manage crewmember time-off requests and schedule modifications while maintaining required coverage levels.
• Generate, validate, and distribute workforce reports, dashboards, and operational analytics.
• Analyze workforce performance data and trends to identify opportunities related to staffing models, productivity, resource allocation, and forecast accuracy.
• Produce real-time and historical reporting to support operational decision-making and continuous improvement initiatives.
• Create ad hoc reports, analyses, and workforce recommendations as requested by leadership.
• Partner with operational leaders to identify workforce needs, evaluate staffing effectiveness, and support strategic planning efforts.
• Identify trends, risks, and opportunities within workforce data and proactively recommend process improvements.

Requirements

• Associate's or Bachelor's degree in Business, Analytics, Operations Management, or a related field preferred.
• Demonstrated experience in Contact Center Workforce Management required.
• Experience supporting workforce planning functions such as forecasting, scheduling, intraday management, real-time adherence monitoring, capacity planning, and workforce reporting.
• Experience with Genesys Cloud Workforce Management preferred.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to interpret workforce and operational data and translate findings into actionable recommendations.
• Advanced proficiency in forecasting, scheduling, reporting, and workforce optimization practices.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Excel and reporting tools.

Skills

Required

• Microsoft Excel
• Reporting tools

Benefits

• You give your best, and we give back with a comprehensive and meaningful rewards package:
• Enjoy 11 paid holidays and generous paid time off to recharge and reset
• Build your future with a 6% 401(k) match
• Eligible for a $700 annual contribution to your Health Savings Account
• Access our comprehensive maternity leave program to support growing families
• Stay covered with medical, dental, vision, disability, and life insurance
• Grow your career through leadership development, tuition assistance, and advancement opportunities
• Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program
• Thrive in a purpose-driven, people-first culture where your impact matters
• This is more than your next job. It’s your next step in changing lives; starting with your own!