Strategic Workforce Planner - Contact Center

Fairwinds-Credit-Union; Orlando (FL); Hybrid; USD 65,000 - 98,000; Full time

Benefits offered by this job

11 paid holidays

6% 401(k) match

Health Savings Account $700 annual

Maternity leave program

Medical, dental, vision insurance

Tuition assistance program

Debt Free Club

Job summary

FAIRWINDS Credit Union in Orlando is seeking a Workforce Management Specialist for the Contact Center. You will blend analytics, forecasting, scheduling, and workforce optimization to keep staffing data-driven and responsive.

Collaborate with operational leaders to forecast needs, monitor performance, and deliver dashboards and reports that drive service excellence. The role requires a degree in business/analytics and experience in contact center workforce management, with Excel and Genesys

Qualifications

• Associate's or Bachelor's degree in Business, Analytics, Operations Management, or related field preferred.
• Experience in Contact Center Workforce Management required.
• Proficiency with Excel and reporting tools.

Responsibilities

• Develop short-, long-, and seasonal workforce forecasts using historical data and initiatives.
• Create and adjust schedules to balance staffing and service levels.
• Monitor adherence, attendance, occupancy, and service metrics in real time.
• Review volumes across phone, chat, email, and digital channels and adjust staffing as needed.
• Manage time-off requests and schedule changes while maintaining coverage.
• Generate and distribute workforce reports and dashboards for leadership.

Skills

Analytical thinking

Critical thinking

Problem solving

Workforce forecasting

Scheduling optimization

Intraday management

Education

Bachelor's degree in Business or Analytics

Tools

Genesys Cloud WFM

Microsoft Excel

Reporting tools

Job description

FAIRWINDS Credit Union in Orlando is seeking a Workforce Management Specialist for the Contact Center. You will blend analytics, forecasting, scheduling, and workforce optimization to keep staffing data-driven and responsive.

Collaborate with operational leaders to forecast needs, monitor performance, and deliver dashboards and reports that drive service excellence. The role requires a degree in business/analytics and experience in contact center workforce management, with Excel and Genesys