Call Center Scheduling & Workforce Management Coordinator

FSP, The Family Security Plan; Orange (CT); Hybrid; USD 34,000 - 41,000; Full time

Job summary

Family Security Plan is seeking a detail-oriented Call Center Coordinator to lead scheduling and workforce management for our customer call center teams in Orange, CT. You will create and maintain schedules, monitor staffing and adherence, and coordinate with leadership to ensure smooth daily operations.

The role requires experience with WFM, timekeeping/payroll, and strong Excel/communication skills. A hybrid work model is offered in our Orange, CT office, with collaboration across multiple

Qualifications

• 2–5 years of experience in a call center, workforce management, scheduling, or operations coordination environment.
• Associate's degree required, or equivalent experience; Bachelor's degree preferred.
• Strong organizational skills and business acumen, with excellent verbal and written communication.
• Experience administering employee schedules using Workforce Management software and supporting timekeeping/payroll processes.
• Proficiency with Excel and related productivity tools.

Responsibilities

• Own the creation, maintenance, and ongoing accuracy of schedules for Customer Connect, CAT, Hybrid, and MBC within the WFM system.
• Process all scheduling activities in WFM, including shifts, breaks, lunches, meetings, trainings, coaching sessions, overtime, PTO/absences, late arrivals, early departures, schedule changes.

Skills

Call center operations

Workforce management

Scheduling

Microsoft Excel

Verbal and written communication

Organizational skills

Education

Associate's degree

Bachelor's degree preferred

Tools

ADP timekeeping

WFM system

CRM

Microsoft Excel

Microsoft Word

Telephony systems

Job description

Family Security Plan is seeking a detail-oriented Call Center Coordinator to lead scheduling and workforce management for our customer call center teams in Orange, CT. You will create and maintain schedules, monitor staffing and adherence, and coordinate with leadership to ensure smooth daily operations.

The role requires experience with WFM, timekeeping/payroll, and strong Excel/communication skills. A hybrid work model is offered in our Orange, CT office, with collaboration across multiple