Workforce Scheduler & Operations Specialist

Jewish Community Services of South Florida; Miami (FL); On-site; USD 31,684 - 35,817; Full time

Benefits offered by this job

Medical and dental plans

401(k) match

Vacation and holiday pay

Job summary

Jewish Community Services of South Florida (JCS) is seeking a Workforce Support Coordinator to join our Contact Center team in Miami. This full-time role focuses on scheduling, coverage, and intraday staffing to maintain excellent service levels and quick responses across calls and texts.

You will coordinate schedules, track attendance, support supervisors, and develop policies while ensuring HIPAA compliance and a strong culture of teamwork.

Qualifications

• Bachelor’s degree required in Business Administration, Psychology, Social Work, or related Human Services field.
• Minimum of 2 years of experience in a contact center, workforce coordination, scheduling, or operations support.
• Experience in a crisis center, healthcare, or 24/7 operation strongly preferred.
• Ability to deliver feedback professionally and support staff development.
• Proficiency in Microsoft Office (Excel, Word) required.
• Bilingual (English/Spanish) required.

Responsibilities

• Create, maintain, and update staff schedules to ensure adequate coverage across all shifts.
• Monitor active call and text volumes to ensure appropriate staffing levels.
• Provide workforce scheduling support as a backup to supervisors.
• Develop intraday management and surge response protocols.
• Ensure confidentiality and HIPAA compliance in daily operations.

Skills

Scheduling

Staffing

Bilingual English/Spanish

Communication

Microsoft Office

Education

Bachelor's degree

Tools

Excel

Word

Job description

Jewish Community Services of South Florida (JCS) is seeking a Workforce Support Coordinator to join our Contact Center team in Miami. This full-time role focuses on scheduling, coverage, and intraday staffing to maintain excellent service levels and quick responses across calls and texts.

You will coordinate schedules, track attendance, support supervisors, and develop policies while ensuring HIPAA compliance and a strong culture of teamwork.