Workforce Support Coordinator

JEWISH COMMUNITY SERVICES OF SOUTH FLORIDA INC; Miami (FL); On-site; USD 31,684 - 35,817; Full time

Benefits offered by this job

Medical and dental plans

Vacation and holiday pay

401(k) match

CEU opportunities

Job summary

Jewish Community Services of South Florida (JCS) in Miami, FL is seeking a Workforce Support Coordinator to manage staff scheduling and coverage across the contact center. This full-time role focuses on ensuring continuous service delivery via calls and texts while maintaining policy compliance.

The position requires a Bachelor’s degree, at least 2 years in a contact center or similar role, and bilingual English/Spanish proficiency.

Qualifications

• Bachelor’s degree required.
• Minimum of 2 years of experience in a contact center, workforce coordination, scheduling, or operations support role.
• Bilingual English/Spanish required.
• Experience in a crisis center, healthcare, or 24/7 operation strongly preferred.

Responsibilities

• Assist with intake calls by gathering required caller information and routing or referring.
• Enter intake and related service data into the client database accurately and timely.
• Create, maintain and update staff schedules to ensure adequate coverage across all shifts.
• Coordinate schedule adjustments for call volume fluctuations, absences, PTO/Sick days, training, events.
• Monitor active call and text volumes to ensure appropriate staffing levels.
• Provide workforce scheduling support as a backup to Supervisors and escalate concerns.
• Support onboarding by coordinating schedules for new hires and training cohorts.

Skills

Bilingual English/Spanish

Microsoft Office proficiency

Education

Bachelor's degree in Business Administration, Psychology, Social Work, or related Human Services field

Tools

Microsoft Excel

Microsoft Word

Job description

Job Details

Job Location: Miami, FL 33181
Position Type: Full Time
Education Level: Bachelor's Degree
Salary Range: $23.00 - $26.00 Hourly

At Jewish Community Services of South Florida (JCS), you’ll join a team of passionate professionals dedicated to making a positive impact in the lives of those we serve. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth.

Workforce Support Coordinator Overview

The Workforce Support Coordinator is responsible for supporting workforce management functions within the Contact Center. This position coordinates staff scheduling, monitors coverage, and assists with staffing adjustments to ensure continuous service delivery across all contact center modalities (calls and texts). The role requires strong organizational skills, sound judgment, and the ability to respond quickly in a fast paced, high volume environment while maintaining compliance with organizational policies and service standards.

All full-time employees are required to actively participate in JCS’ Milk and Honey, Matzah Mitzvah and other similar events, which are essential to our organizational culture. Leadership participation helps foster team unity, support our values, and engage with our community.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Workforce Scheduling & Coverage

• Assists with intake calls by gathering required caller information, identifying presenting needs, and routing or referring individuals in accordance with established procedures.
• Ensures intake and related service data is accurately entered into the client database in a timely manner.
• Provides backup support for outreach activities, events, and related operational needs, as assigned.
• Create, maintain, and update staff schedules to ensure adequate coverage across all shifts, including evenings, overnights, weekends, and holidays.
• Coordinate schedule adjustments related to call volume fluctuations, staff absences, PTO/Sick, training, and outreach events.
• Track and manage schedule adherence, attendance, and punctuality.
• Communicate schedule changes clearly and timely to staff.
• Analyze shrinkage trends (PTO, sick leave, training) and recommend staffing pattern improvements.
• Develop and maintain workforce scheduling policies, SOPs, and escalation workflows.

Operations Support

• Monitor active call and text volumes to ensure appropriate staffing levels.
• Assist with live coverage adjustments in collaboration with supervisors and leadership.
• Coordinate break schedules and shift modifications to support service level goals.
• Develop structured intraday management and surge response protocols.

Leadership & Supervisor Support

• Provide workforce and scheduling support as a backup to Contact Center Supervisors.
• Escalate staffing or coverage concerns appropriately and in a timely manner.
• Support leadership during emergencies, service surges, or disaster response operations.

Reporting & Data Tracking

• Maintain accurate workforce and scheduling records.
• Assist with workforce reporting related to coverage, attendance, and staffing vacancies.
• Identify staffing risks and proactively communicate findings to leadership.
• Monitor and analyze service level performance trends (speed to answer, abandonment rate, response time).

Collaboration & Compliance

• Work collaboratively with Operations, QA, Training, and HR teams.
• Support onboarding by coordinating schedules for new hires and training cohorts.
• Adhere to confidentiality standards, HIPAA regulations, and organizational policies.
• Participate in staff meetings, trainings, and required organizational events.

Additional Duties

• Assist with operational initiatives as assigned.
• Serve as a member of disaster relief or emergency response teams as needed.
• Provide adherence education and workforce principles training to supervisors and staff.
• Participate in business continuity and emergency workforce planning initiatives.

SUPERVISORY RESPONSIBILITIES

This position does not have direct supervisory responsibilities.

Perks

We are proud to offer a competitive benefits package to all full-time employees, including medical and dental plans. A generous vacation and holiday pay benefit and a 401(k) match is available. Staff receives monthly in-service training and CEU opportunities. This is a one of a kind opportunity for leadership in talent management to contribute to a team of mindful, caring and passionate people at work every day in service to our community!

About

Jewish Community Services of South Florida (JCS) is the foremost non-profit, human services agency whose mission is to improve the quality of life and self-sufficiency of the Jewish and broader communities throughout South Florida in accordance with Jewish values. Founded in 1920, JCS delivers exemplary social services through compassionate and comprehensive programs that help people stay healthy and productive.

Important Information

Please be advised, if selected for this position, you will be required to submit to a level II background screening through the DCF Clearinghouse: https://info.flclearinghouse.com

Qualifications

Minimum Qualifications

• Business Administration, Psychology, Social Work, or related Human Services field – Bachelor’s degree required. Equivalent experience and demonstrated skill in social services may be considered.
• Minimum of 2 years of experience in a contact center, workforce coordination, scheduling, or operations support role.
• 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.

JCS is a 501(c)(3) not-for-profit organization and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, disability, gender identity, gender expression, national origin, or veteran status.

JCS strictly enforces a Drug-Free Workplace Policy, which prohibits the use, possession, distribution, or sale of controlled substances and alcohol on company premises, during work hours, or while representing the company. Pre-employment and random drug testing may be required as part of our commitment to a drug‑free workplace.