Workforce Management Specialist I, Contact Center Operations

To provide operational support for Workforce Management functions. Initiate staffing requests, update schedules, and track, document, and support management to ensure employees' time is being recorded properly in the Workforce management system. Perform new hire onboarding and training and other related administrative responsibilities. Perform basic workforce management functions under close supervision.

• Create and modify schedules using WFM software


• Monitor staffing schedule adherence real time to ensure performance is within pre-set parameters; work with management to resolve schedule adherence issues


• Update staff schedules with up-to-date information, e.g., meal, break, and shift changes; technical problems, etc.


• Assist in the coordination and appropriate allocation and availability of staff in order to achieve optimum WFM goals


• Document and maintain SOP and reference tools/reports from scheduling software and other sources


• Recommend procedural and operational guideline changes to improve operational efficiency


• Maintain effective communication with other business units and support teams to remediate errors and assist with implementation of corrective actions related to non-compliance with policies


• Evaluate departmental staffing needs, post open positions, and process department changes based on business needs


• Maintain contact center, branch, collections specific abandon percentages by adjusting staff


• Review staff requests for PTO, OT, leave and/or L&D workshops that are not processed automatically and approve or decline within guidelines


• Maintain staffing data in multiple databases


• Track and update correspondence data


• Initiate requests for promotions, separations, and permanent schedule changes


• Track and update attendance and work ticket requests in the Workforce Software system


• Conduct training of workforce management systems with new hires, setting up profiles, logins, and voicemail


• Perform other duties as assigned

• Familiarity with workforce management processes, resource planning, and various workforce management systems (e.g., Verint scheduling software, CMS)
• Exposure to workforce management environment
• Exposure to in managing multiple priorities independently and/or in a team environment to achieve goals
• Ability to work independently and in a team environment
• Basic skill maintaining accuracy with attention to detail and meeting deadlines
• Basic organizational, planning and time management skills
• Basic skill communicating with all levels within an organization
• Basic skill exercising initiative and using good judgment to make sound decisions
• Basic skill research, analytical, and problem solving skills
• Basic verbal and written communication skills

Desired Qualifications

• Familiarity with Navy Federal's functions, philosophy, operations and organizational objectives

Additional Information

Hours: 

• Monday - Friday, 8:00AM - 4:30PM with weekend rotations

Location: 

• 5510 Heritage Oaks Drive, Pensacola, FL 32526
• 141 Security Drive, Winchester, VA 22602