Workforce Support Coordinator

JEWISH COMMUNITY SERVICES OF SOUTH FLORIDA INC • Miami, FL

2d • $23 - $26

About The Position

Are you ready to make a difference in our community? 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. Joining our team means contributing to a well-respected organization with over a century of service to the South Florida community, rooted in the values of compassion, inclusivity, and resilience. Our team members find purpose in empowering individuals and families through meaningful programs and initiatives. We foster a collaborative environment where your talents are valued, and you’ll have opportunities for personal and professional growth. If you’re looking to be part of an organization that values your contributions and promotes a culture of unity and support, JCS is the place to be. 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 Workforce Support Coordinator serves as an operational support role and provides backup assistance to Contact Center Operations Manager and the Contact Center Compliance Manager during periods of high volume, staffing shortages, and/or schedule disruptions. This 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. These events are essential to our organizational culture, and leadership participation is key to fostering team unity, supporting our values, and engaging with our community. By attending, full-time employees help set the standard for involvement and demonstrate our commitment to these meaningful traditions

Requirements

• Bachelor’s degree in Business Administration, Psychology, Social Work, or related Human Services field, 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.
• Ability to deliver feedback professionally and support staff development
• Proficiency in Microsoft Office (Excel, Word), preferred
• Bilingual (English/Spanish or English/Creole) required

Nice To Haves

• Experience in a crisis center, healthcare, or 24/7 operation strongly preferred

Responsibilities

• Provides appropriate information and referrals to social service agencies for callers contacting the Helpline.
• Ensures data is accurately entered into the client database in a timely manner.
• Provides telephone crisis counseling as well as suicide intervention services to callers experiencing crisis situations.
• 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.
• 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.
• Provide workforce and scheduling support as a backup to Contact Center Supervisors
• Assist Operations Manager with daily operational workforce needs
• Escalate staffing or coverage concerns appropriately and in a timely manner
• Support leadership during emergencies, service surges, or disaster response operations
• 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).
• 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
• 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.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level