WFM Coordinator — Contact Center Operations

Navy Federal Credit Union

Winchester (VA)

On-site

USD 52,000 - 68,000

Full time

8 days ago

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Job summary

Navy Federal Credit Union is seeking an operational support specialist for Workforce Management. In this role you will initiate staffing requests, update schedules, and track employee time in the WFM system, with onboarding and training responsibilities under supervision.

You will create and modify schedules, monitor adherence, and coordinate staffing to meet WFM goals while maintaining data across databases and SOPs.

Qualifications

Familiarity with workforce management processes, resource planning, and Verint scheduling software or CMS.
Exposure to workforce management environment.
Ability to manage multiple priorities independently or in a team to achieve goals.
Ability to work independently and in a team.
Attention to detail and meeting deadlines.
Strong organizational, planning and time management skills.
Effective written and verbal communication across levels.
Ability to exercise initiative and sound judgment in decisions.

Responsibilities

Create and modify schedules using WFM software.
Monitor real-time schedule adherence and resolve issues with management.
Update staff schedules with changes (meals, breaks, shifts, etc.).
Coordinate staff allocation to achieve WFM goals.
Document and maintain SOPs and reports from scheduling software.
Suggest procedural and operational improvements for efficiency.
Communicate with other units to remediate errors and support implementation of actions.
Evaluate staffing needs, post positions, and process department changes.