Workforce Management Specialist - 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

Financial Freedom Happens Here - and it starts with YOU.

At FAIRWINDS Credit Union, we're more than a workplace; we're a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom, for our members and for you.

We're looking for a Workforce Management Specialist to play a critical role in helping our Contact Center operate at its best. This position combines analytics, forecasting, scheduling, and workforce optimization to ensure staffing decisions are data-driven, proactive, and aligned with business objectives. You'll partner closely with operational leaders to anticipate staffing needs, monitor performance, identify trends, and provide recommendations that help drive service excellence.

If you enjoy working with data, solving complex staffing challenges, influencing operational decisions, and turning insights into action, this role offers an exciting opportunity to make a measurable impact on both the member and crewmember experience.

Your Role in Our Mission

• Develop and maintain short-term, long-term, and seasonal forecasts using historical volume trends, business initiatives, and operational data.
• Create, publish, and adjust schedules to ensure appropriate staffing levels while balancing operational needs and service level objectives.
• Monitor schedule adherence, attendance, absenteeism, occupancy, service levels, average handle time, abandoned rates, and other workforce metrics.
• Review phone, chat, email, and digital service volumes in real time and recommend or implement staffing adjustments as needed.
• Manage crewmember time-off requests and schedule modifications while maintaining required coverage levels.
• Generate, validate, and distribute workforce reports, dashboards, and operational analytics.
• Analyze workforce performance data and trends to identify opportunities related to staffing models, productivity, resource allocation, and forecast accuracy.
• Produce real-time and historical reporting to support operational decision-making and continuous improvement initiatives.
• Create ad hoc reports, analyses, and workforce recommendations as requested by leadership.
• Partner with operational leaders to identify workforce needs, evaluate staffing effectiveness, and support strategic planning efforts.
• Identify trends, risks, and opportunities within workforce data and proactively recommend process improvements.

What Makes You a Great Fit

• Associate's or Bachelor's degree in Business, Analytics, Operations Management, or a related field preferred.
• Demonstrated experience in Contact Center Workforce Management required.
• Experience supporting workforce planning functions such as forecasting, scheduling, intraday management, real-time adherence monitoring, capacity planning, and workforce reporting.
• Experience with Genesys Cloud Workforce Management preferred.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to interpret workforce and operational data and translate findings into actionable recommendations.
• Advanced proficiency in forecasting, scheduling, reporting, and workforce optimization practices.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Excel and reporting tools.

A Culture of Care and Reward:

You give your best, and we give back with a comprehensive and meaningful rewards package:

• Enjoy 11 paid holidays and generous paid time off to recharge and reset
• Build your future with a 6% 401(k) match
• Eligible for a $700 annual contribution to your Health Savings Account
• Access our comprehensive maternity leave program to support growing families
• Stay covered with medical, dental, vision, disability, and life insurance
• Grow your career through leadership development, tuition assistance, and advancement opportunities
• Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program
• Thrive in a purpose-driven, people-first culture where your impact matters

This is more than your next job. It’s your next step in changing lives; starting with your own!

About FAIRWINDS Credit Union

At FAIRWINDS Credit Union, Financial Freedom Happens Here. Headquartered in Orlando and proudly serving members for over 70 years, our mission - changing members’ lives on the journey to Financial Freedom - drives everything we do, with a clear vision: Members financially free. Through TheFAIRWINDSWay, we champion a culture of integrity, accountability, and teamwork, and we’re nationally endorsed by The Dave Ramsey Show as a trusted provider of financial wellness. Recognized as one of Forbes’ 2025 Best-in-State Credit Unions and one of Orlando Business Journal’s Best Places to Work, FAIRWINDS is a top workplace where your purpose matters and your growth is supported every step of the way!

FAIRWINDS is an Equal Opportunity Employer.

Equal Opportunity Employer