Strategic Call Center Scheduling & Workforce Coordinator

The Family Security Plan

Orange (CT)

Hybrid

USD 34,000 - 41,000

Full time

14 days+

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Job summary

The Family Security Plan in Orange, CT is seeking a detail-oriented Call Center Coordinator to own scheduling and workforce management for our Customer Connect teams. You will build and maintain schedules, monitor staffing, and coordinate with leadership to keep operations running smoothly day to day.

Ideal candidates have 2–5 years in call center ops, strong Excel skills, and a proactive, organized approach.

Qualifications

2–5 years of experience in a call center, workforce management, scheduling, or operations coordination.
Experience administering schedules using Workforce Management software and supporting timekeeping/payroll processes.
Associate's degree required, or equivalent experience; Bachelor's degree preferred.
Strong organizational skills and business acumen, with excellent verbal and written communication.
Ability to manage competing priorities independently while meeting deadlines.
Proficient with Microsoft Word and Excel; comfortable with workforce management, payroll/timekeeping, CRM, and telephony systems.

Responsibilities

Create, maintain, and ensure accuracy of schedules for Customer Connect, CAT, Hybrid, and MBC in the WFM system.
Process scheduling activities in WFM: shifts, breaks, lunches, meetings, trainings, coaching, overtime, PTO/absences, late arrivals, and changes.
Maintain real-time schedules and reflect activity accurately in WFM.
Coordinate schedule changes for Hybrid/field assignments and special projects.
Review schedules for conflicts, coverage gaps, and missed breaks; resolve promptly.
Review daily staffing and coverage, identify gaps, and share recommendations with leadership.
Monitor adherence and floor activity; report to direct supervisors.
Work with call center leadership to understand staffing needs and coverage requirements.
Review and approve ADP timecards daily; resolve timekeeping issues.
Ensure WFM schedules and ADP records stay aligned; escalate issues.
Serve as scheduling resource and communicate updates clearly; prioritize tasks.
Maintain audit-ready records of scheduling and timekeeping changes.
Provide additional call center support as needed.