Workforce Specialist - Contact Center

COMMUNITY FIRST CREDIT UNION OF FLORIDA•Jacksonville, FL

About The Position

The Workforce Specialist supports the operational effectiveness of the Contact Center through workforce planning, forecasting, scheduling, real-time management, reporting, and analytics. The role helps ensure appropriate staffing to meet service level objectives while delivering an exceptional member experience. Using workforce management technology, operational reporting, and business analytics, the Workforce Specialist identifies trends, provides actionable insights, and supports strategic decision-making. The position partners closely with Contact Center leadership to optimize resource allocation, improve operational efficiency, and drive continuous improvement. The role includes forecasting call volumes and staffing needs; building and maintaining schedules; monitoring real-time performance and making staffing adjustments; developing and analyzing operational reports; administering Calabrio configurations and workforce data; processing time-off requests and schedule exceptions; communicating staffing updates; and recommending improvements to workforce processes and strategies. The position requires primarily sedentary work in an indoor, climate-controlled shared work area with minimal noise. It involves regular work on a computer and telephone, occasional lifting up to five pounds, possible stair use in emergencies, local and other travel, and the ability to work extended hours when required or requested. Reliable attendance, discretion, and the ability to manage deadlines, changing priorities, and confidential matters are also required.

Requirements

Minimum of 2 years of experience in Workforce Management, Contact Center Operations, Business Analytics, or a related field.
Experience using workforce management platforms such as Calabrio, NICE, Verint, or comparable systems.
Strong analytical and problem-solving skills.
Advanced proficiency with Microsoft Excel and workforce reporting tools.
Ability to work effectively in a fast-paced, data-driven environment.
Strong verbal and written communication skills.
High level of accuracy, attention to detail, and organizational skills.
Ability to perform primarily sedentary work, including routine computer and telephone work averaging 6–8 hours per day when necessary.
Ability to lift up to 5 lbs occasionally and use stairs in an emergency.
Ability to work extended hours whenever required or requested by management.
Ability to travel locally as a driver and travel by commercial airline, rental vehicle, and public transportation, including lodging in public facilities.
Regular, reliable, and timely attendance.
Ability to work independently or with limited supervision and effectively as part of a team.
Ability to follow written and oral instructions and communicate information clearly and logically.
Ability to deal calmly and professionally with diverse personalities and demonstrate customer service and discretion.
Ability to maintain composure under deadline pressure and requirements for accuracy and quality, handle a fast pace, and manage multiple, simultaneous, and changing priorities.
Ability to exercise discretion with confidential internal and external matters.

Nice To Haves

Experience within a credit union, banking, financial services, or contact center environment.
Experience developing dashboards, scorecards, and performance reporting.
Knowledge of workforce forecasting, capacity planning, and service level management.
Experience with business intelligence tools such as Power BI, Tableau, or similar reporting platforms.
An associate degree or bachelor's degree from an accredited college or university is preferred but not required.

Responsibilities

Use workforce management tools, historical trends, and business data to forecast call volume, workload demand, shrinkage, and staffing requirements.
Create and maintain schedules that align staffing resources with forecasted demand.
Monitor forecast accuracy and recommend improvements to future planning.
Support long-term workforce planning and capacity management.
Monitor queue performance, service levels, occupancy, adherence, call wait times, and agent availability throughout the day.
Make real-time staffing adjustments to address changing business demands and achieve service goals.
Coordinate schedule modifications, skill changes, and staffing reallocations when operational needs arise.
Partner with leadership to mitigate service risks and maintain operational stability.
Develop, maintain, and distribute daily, weekly, monthly, and ad hoc workforce and operational reports.
Analyze KPIs, including service levels, average handle time, occupancy, adherence, abandonment rates, and agent productivity.
Identify trends, opportunities, risks, and performance gaps through data analysis.
Present findings and recommendations to leadership in a clear, concise, actionable format.
Support business decisions through workforce analytics and data-driven insights.
Maintain and optimize workforce management configurations within Calabrio.
Manage schedules, employee profiles, skill assignments, rotations, exceptions, and workforce planning data.
Audit and maintain reporting accuracy and system integrity.
Assist with troubleshooting workforce management system issues and provide user support.
Review and process paid time off requests, schedule adjustments, and attendance exceptions in accordance with departmental guidelines.
Balance employee requests with business needs and service level requirements.
Maintain accurate workforce records and documentation.
Provide timely workforce updates to supervisors and leadership teams.
Communicate staffing concerns, service level impacts, and recommended actions.
Collaborate with operational leaders, training teams, quality assurance, and other business partners.
Identify operational inefficiencies and workflow enhancement opportunities.
Recommend and implement improvements to workforce processes, reporting, and staffing strategies.
Participate in projects focused on improving resource utilization and member experience.