Workforce Analytics & Scheduling Specialist

FAIRWINDS; Orlando (FL); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

11 holidays

401(k) match

Health Savings Account (HSA)

Maternity leave program

Medical, dental, vision insurance

Leadership development

Job summary

FAIRWINDS Credit Union, headquartered in Orlando, seeks a Workforce Management Specialist to lead forecasting, scheduling, and data-driven staffing. You will partner with operational leaders to anticipate needs, monitor performance, and optimize service levels across channels.

The role emphasizes analytics, forecasting accuracy, and proactive decision-making to improve member and crewmember experiences. Join a purpose-driven culture with strong benefits and growth opportunities.

Qualifications

• Bachelor's or Associate's degree preferred in Business, Analytics, Operations Management, or related field.
• Demonstrated experience in Contact Center Workforce Management is required.
• Experience with forecasting, scheduling, intraday management, real-time adherence monitoring, capacity planning, and workforce reporting.

Responsibilities

• Develop and maintain short-term, long-term, and seasonal forecasts using historical data and business initiatives.
• Create, publish, and adjust schedules to ensure staffing aligns with service level objectives.
• Monitor adherence, attendance, occupancy, and other workforce metrics in real time.
• Review volumes across phone, chat, email, and digital channels and adjust staffing as needed.
• Manage time-off requests and schedule modifications while maintaining coverage.
• Generate and distribute workforce reports and dashboards for leadership.

Skills

Workforce management

Forecasting

Scheduling

Real-time adherence

Data analysis

Excel

Education

Bachelor's degree

Associate's degree

Tools

Genesys Cloud Workforce Management

Microsoft Excel

Job description

FAIRWINDS Credit Union, headquartered in Orlando, seeks a Workforce Management Specialist to lead forecasting, scheduling, and data-driven staffing. You will partner with operational leaders to anticipate needs, monitor performance, and optimize service levels across channels.

The role emphasizes analytics, forecasting accuracy, and proactive decision-making to improve member and crewmember experiences. Join a purpose-driven culture with strong benefits and growth opportunities.