Workforce Management Specialist - Contact Center

At FAIRWINDS Credit Union, we're more than a workplace; we're a team on a mission. Join the credit union nationally endorsed by The Dave Ramsey Show, where every day is a step toward financial freedom, for our members and for you.

• Develop and maintain short-term, long-term, and seasonal forecasts using historical volume trends, business initiatives, and operational data.
• Create, publish, and adjust schedules to ensure appropriate staffing levels while balancing operational needs and service level objectives.
• Monitor schedule adherence, attendance, absenteeism, occupancy, service levels, average handle time, abandoned rates, and other workforce metrics.
• Review phone, chat, email, and digital service volumes in real time and recommend or implement staffing adjustments as needed.
• Manage crewmember time-off requests and schedule modifications while maintaining required coverage levels.
• Generate, validate, and distribute workforce reports, dashboards, and operational analytics.
• Analyze workforce performance data and trends to identify opportunities related to staffing models, productivity, resource allocation, and forecast accuracy.
• Produce real-time and historical reporting to support operational decision-making and continuous improvement initiatives.
• Create ad hoc reports, analyses, and workforce recommendations as requested by leadership.
• Partner with operational leaders to identify workforce needs, evaluate staffing effectiveness, and support strategic planning efforts.
• Identify trends, risks, and opportunities within workforce data and proactively recommend process improvements.

• Associate's or Bachelor's degree in Business, Analytics, Operations Management, or a related field preferred.
• Demonstrated experience in Contact Center Workforce Management required.
• Experience supporting workforce planning functions such as forecasting, scheduling, intraday management, real-time adherence monitoring, capacity planning, and workforce reporting.
• Experience with Genesys Cloud Workforce Management preferred.
• Strong analytical, critical thinking, and problem-solving skills.
• Ability to interpret workforce and operational data and translate findings into actionable recommendations.
• Advanced proficiency in forecasting, scheduling, reporting, and workforce optimization practices.
• Strong attention to detail and ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Excel and reporting tools.

A Culture of Care and Reward:
You give your best, and we give back with a comprehensive and meaningful rewards package:

• Enjoy 11 paid holidays and generous paid time off to recharge and reset
• Build your future with a 6% 401(k) match
• Eligible for a $700 annual contribution to your Health Savings Account
• Access our comprehensive maternity leave program to support growing families
• Stay covered with medical, dental, vision, disability, and life insurance
• Grow your career through leadership development, tuition assistance, and advancement opportunities
• Earn rewards for financial wellness through our Debt Free Club and Dave Ramsey’s SmartDollar program
• Thrive in a purpose-driven, people-first culture where your impact matters

This is more than your next job. It’s your next step in changing lives; starting with your own!

About FAIRWINDS Credit Union
At FAIRWINDS Credit Union, Financial Freedom Happens Here. Headquartered in Orlando and proudly serving members for over 70 years, our mission - changing members’ lives on the journey to Financial Freedom - drives everything we do, with a clear vision: Members financially free. Through The FAIRWINDS Way, we champion a culture of integrity, accountability, and teamwork, and we’re nationally endorsed by The Dave Ramsey Show as a trusted provider of financial wellness. Recognized as one of Forbes’ 2025 Best-in-State Credit Unions and one of Orlando Business Journal’s Best Places to Work, FAIRWINDS is a top workplace where your purpose matters and your growth is supported every step of the way!

FAIRWINDS is an Equal Opportunity Employer.