Workforce Management Specialist - Contact Center

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

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 Specialistto 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 level, 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!

AboutFAIRWINDSCreditUnion

AtFAIRWINDSCreditUnion, 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,FAIRWINDSis a top workplace where your purpose matters and your growth is supported every step of the way!

FAIRWINDSis an Equal Opportunity Employer.