Forecasting & Scheduling Lead, Contact Center

FAIRWINDS Credit Union; Orlando (FL); On-site; USD 70,000 - 110,000; Full time

Benefits offered by this job

11 paid holidays

401(k) match 6%

Health Savings Account $700

Maternity leave program

Medical/dental/vision insurance

Leadership development

Tuition assistance

Advancement opportunities

Debt Free Club

SmartDollar program

Job summary

FAIRWINDS Credit Union in Orlando is seeking a Workforce Management Specialist to drive staffing decisions for our Contact Center. You will forecast volume, publish schedules, monitor adherence, and partner with leaders to optimize performance using data-driven insights.

This role requires a degree in Business/Analytics and demonstrated WFM experience; experience with Genesys Cloud WFM and Excel is a plus. We offer a comprehensive benefits package and a culture that values service to members and

Qualifications

• Demonstrated experience in Contact Center Workforce Management.
• Experience with forecasting, scheduling, intraday management, real-time adherence monitoring.
• Proficiency with Excel and reporting tools.

Responsibilities

• Develop and maintain short-term, long-term, and seasonal forecasts using historical data and operational data.
• Create, publish, and adjust schedules to meet staffing levels while balancing service objectives.
• Monitor adherence, attendance, occupancy, service levels, and other workforce metrics.
• Review real-time volumes and recommend or implement staffing adjustments as needed.
• Manage crewmember time-off requests and schedule modifications while maintaining coverage levels.
• Generate, validate, and distribute workforce reports, dashboards, and analytics.
• Analyze workforce performance data to identify opportunities for staffing model improvements.
• Produce ad hoc reports and workforce recommendations for leadership.

Skills

Workforce Management

Forecasting

Scheduling

Intraday management

Real-time adherence

Capacity planning

Workforce reporting

Excel

Data analytics

Problem solving

Education

Bachelor's degree in Business, Analytics, Operations Management, or related field

Tools

Genesys Cloud WFM

Microsoft Excel

Job description

FAIRWINDS Credit Union in Orlando is seeking a Workforce Management Specialist to drive staffing decisions for our Contact Center. You will forecast volume, publish schedules, monitor adherence, and partner with leaders to optimize performance using data-driven insights.

This role requires a degree in Business/Analytics and demonstrated WFM experience; experience with Genesys Cloud WFM and Excel is a plus. We offer a comprehensive benefits package and a culture that values service to members and