Workforce Specialist - Contact Center

The Workforce Specialist is responsible for supporting the operational effectiveness of the Contact Center through workforce planning, forecasting, scheduling, real-time management, reporting, and analytics. This position plays a critical role in ensuring the Contact Center is appropriately staffed to meet service level objectives while delivering an exceptional member experience. The Workforce Specialist leverages workforce management technology, operational reporting, and business analytics to identify trends, provide actionable insights, and support strategic decision-making. This role partners closely with Contact Center leadership to optimize resource allocation, improve operational efficiency, and drive continuous improvement initiatives.

Major Duties & Responsibilities

Workforce Forecasting & Scheduling

• Utilize workforce management tools, historical trends, and business data to forecast call volume, workload demand, shrinkage, and staffing requirements.
• Create and maintain accurate schedules that align staffing resources with forecasted demand.
• Monitor forecast accuracy and make recommendations to improve future planning efforts.
• Support long-term workforce planning and capacity management initiatives.

Real-Time Workforce 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 ensure service goals are achieved.
• Coordinate schedule modifications, skill changes, and staffing reallocation when operational needs arise.
• Partner with leadership to mitigate service risks and maintain operational stability.

Reporting, Analytics & Business Intelligence

• Develop, maintain, and distribute daily, weekly, monthly, and ad hoc workforce and operational reports.
• Analyze key performance indicators (KPIs), including service levels, average handle time, occupancy, adherence, abandonment rates, and agent productivity.
• Identify emerging trends, opportunities, risks, and performance gaps through data analysis.
• Present findings and recommendations to leadership in a clear, concise, and actionable format.
• Support business decisions through workforce analytics and data-driven insights.

Calabrio Administration

• Maintain and optimize workforce management configurations within Calabrio.
• Manage schedules, employee profiles, skill assignments, rotations, exceptions, and workforce planning data.
• Ensure reporting accuracy and system integrity through regular audits and maintenance.
• Assist with troubleshooting workforce management system issues and user support.

Time-Off & Exception Management

• 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.

Communication & Coordination

• 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 to support organizational goals.

Process Improvement

• Identify operational inefficiencies and opportunities for workflow enhancements.
• Recommend and implement improvements to workforce processes, reporting, and staffing strategies.
• Participate in projects focused on improving resource utilization and member experience.

Knowledge & Skills

Experience

• 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.

Preferred Experience

• 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.

Education

Interpersonal Skills

A significant level of trust, credibility and diplomacy is required. In-depth dialogues, conversations and explanations with customers, direct and indirect reports and outside vendors can be of a sensitive and/or highly confidential nature. Communications may involve motivating, influencing, educating and/or advising others on matters of significance.

Core Competencies

Reporting, Data Analysis & Business Analytics

A strong understanding of reporting, data analysis, trend identification, and business analytics is essential for success in this role. The Workforce Specialist must be able to collect, analyze, interpret, and present data that supports operational insights, workforce planning, performance reporting, and strategic decision-making. The ability to transform complex data into meaningful recommendations that improve service, efficiency, and resource utilization is critical.

Analytical Thinking

• Evaluates data to identify patterns, trends, and performance opportunities.
• Uses logical and evidence-based decision-making to solve operational challenges.
• Anticipates potential impacts and proactively recommends solutions.

Workforce Management Expertise

• Demonstrates knowledge of forecasting, scheduling, adherence, real-time management, and capacity planning principles.
• Understands the relationship between staffing decisions and service performance.

Communication & Collaboration

• Communicates complex information clearly and effectively.
• Builds productive partnerships across departments and leadership levels.
• Provides professional and timely updates regarding business performance and workforce needs.

Technical Proficiency

• Proficient in workforce management systems, reporting applications, and Microsoft Office products.
• Utilizes data visualization and reporting tools to support business objectives.
• Maintains accuracy and integrity of workforce data.

Member-Focused Mindset

• Understands the impact workforce decisions have on the member experience.
• Supports staffing strategies that balance employee engagement and member service expectations.

Adaptability & Continuous Improvement

• Responds effectively to changing priorities and business needs.
• Continuously seeks opportunities to improve processes, reporting, and operational effectiveness.

ADA Requirements

Physical Requirements

Perform primarily sedentary work with limited physical exertion and occasional lifting of up to 5 lbs. Must be capable of climbing / descending stairs in emergency situation. Must be able to operate routine office equipment including telephone, copier, facsimile, and calculator. Must be able to routinely perform work on computer and telephone for an average of 6-8 hours per day, when necessary. Must be able to work extended hours whenever required or requested by management. Must be capable of local travel as driver and travel by commercial airlines, rental vehicles and public transportation and be able to lodge in public facilities. Must be capable of regular, reliable and timely attendance.

Working Conditions

Must be able to routinely perform work indoors in climate-controlled shared work area with minimal noise.

Mental and/or Emotional Requirements

Must be able to perform job functions independently or with limited supervision and work effectively either on own or as part of a team. Must be able to read and carry out various written instructions and follow oral instructions. Must be able to speak clearly and deliver information in a logical and understandable sequence. Must be capable of dealing calmly and professionally with numerous different personalities from diverse cultures at various levels within and outside of the organization and demonstrate highest levels of customer service and discretion when dealing with the public. Must be able to perform responsibilities with composure under the stress of deadlines / requirements for extreme accuracy and quality and/or fast pace. Must be able to effectively handle multiple, simultaneous, and changing priorities. Must be capable of exercising highest level of discretion on both internal and external confidential matters.

Community First Credit Union is an Equal Opportunity Employer. Community First values and celebrates diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected Veteran.