Workforce Administrator

American Eagle Financial Credit Union Incorporated • East Hartford, CT

5d • Hybrid

About The Position

The Workforce Administrator plays a key role in keeping our contact-center technologies running smoothly and efficiently. In this role, you’ll help configure and support the daily operations of our NICE platform and relate telephony/workforce systems, ensuring accuracy, reliable performance, and an exceptional experience for our Member Solution Center, Loan Phone Center, and other retail business teams. This is a great opportunity for someone who enjoys technical problem-solving, thrives in a dynamic environment, and wants to make a meaningful impact on operational performance.

Requirements

• A Technical Admin and Problem Solver
• You are skilled in administering technology, performing system updates, user setups, and configurations with accuracy. You are a critical thinker who troubleshoots issues creatively when solutions are not straightforward and maintain a strong sense of urgency, ownership, and reliability.
• An Analytical Thinker
• You are able to run reports, validate data, and identify discrepancies while understanding what the reporting means for changing business goals and KPIs. You are comfortable seeking different reporting views to get closer to a need or target and you apply strong critical thinking to support continuous improvement and decision-making.
• Adaptable and Dependable
• You are flexible with shifting priorities, able to manage deadlines independently, and proactive as a self-starter. You work well in a small, collaborative team, and communicate effectively.
• This role requires Subject Matter Expertise and the ability to provide mentorship, guidance and training to other team members.
• While this level of expertise will generally be attained with a minimum of 1 to 3 years in a previous call center, operations support, or workforce management role and an Associate Degree in Business, IT, or related field; priority will be place upon the demonstration of the ability to meet qualifications without an absolute focus on duration of experience, in recognition that the attainment of such qualifications may be obtained at different paces by different individuals.

Responsibilities

• NICE System Support & Administration
• Assist in the daily operation and basic administration of the NICE Member Solutions Center.
• Support maintenance of call flow logic, hours of operation, routing updates, recordings, and voicemail configurations based on business needs.
• Perform initial troubleshooting for NICE-related issues and escalate to senior team members, IT, or vendors as needed.
• Help execute routine updates, announcements, and minor script or configuration changes.
• Participate in testing and implementation of new feature rollouts under guidance from the Senior Workforce Administrator or Workforce Manager.
• Administrative & Operational Support
• Assist with maintaining system documentation, including updates to the NICE Admin Guide and internal process materials.
• Perform user setup tasks such as roles, permissions, skills, and new hire additions across workforce platforms.
• Record and escalate telephony or system issues to appropriate teams and track progress when required.
• Support data accuracy efforts related to disposition coding, tagging, and reporting inputs used for coaching and scorecards.
• Monitor system alerts and basic audit logs, elevating compliance concerns to senior workforce staff.
• Reporting & Analytics Support
• Work with the Workforce Manager to help validate data, identify discrepancies, and resolve basic system issues affecting forecasts or reports.
• Assist with maintaining digital communication channel functionality including SMS, email, and chat as tools for member interaction and staff engagement.

Benefits

• At AEFCU, your growth matters. We invest in your development with opportunities like individual development plans, educational reimbursement, job shadowing across departments, and hands-on leadership practice through specialized trainings. Whether you’re building new skills or exploring new paths, you’ll be supported every step of the way, because when you grow, we all rise together.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees