Workforce Management Specialist I, Contact Center Operations

Navy Federal Credit Union

Overview

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.

Responsibilities

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

Qualifications

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

About Us
Navy Federal provides much more than a job. We provide a meaningful career experience, including a culture that is energized, engaged and committed; and fierce appreciation for our teams, who are rewarded with highly competitive pay and generous benefits and perks.

Our approach to careers is simple yet powerful: Make our mission your passion.

FORTUNE 100 Best Companies to Work For 2026

Yello and WayUp Top 100 Internship Programs 2025

Computerworld Best Places to Work in IT 2026

Most Loved Workplace - America's Top Most Loved Workplaces 2025

2025 PEOPLE Companies That Care

Newsweek Most Trustworthy Companies in America 2026

Military Times 2025 Best for Vets Employers

Forbes 2026 America's Best Large Employers

Forbes 2025 America's Best Employers for New Grads

Forbes 2025 America's Best Employers for Tech Workers

2025 RippleMatch Campus Forward Award Winner for Overall Excellence

Military.com Top Military Spouse Employers 2025

2026 Handshake Early Talent Award

Newsweek America's Greatest Workplaces for Culture, Belonging and Community 2026

From Fortune Magazine. 2026 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune 100 Best Companies to Work For are registered trademarks of Fortune Media IP Limited and are used under license. Fortune Magazine, Fortune Media (USA) Corporation, and its affiliates are not affiliated with, and do not endorse products or services of, Navy Federal Credit Union.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to age, race, sex, color, religion, national origin, disability, veteran status, pregnancy, sexual orientation, genetic information, gender identity or any other basis protected by applicable law.

Accommodations: If you need accommodation or assistance for a qualifying condition to complete the online application (or during any stage of the hiring process), you can contact Navy Federal's Medical Accommodations team at or by calling 1-. This team cannot provide any information on job postings or application status.

Disclaimers: Navy Federal reserves the right to fill this role at a higher/lower grade level based on business need. An assessment may be required to compete for this position. Job postings are subject to close early or extend out longer than the anticipated closing date at the hiring team's discretion based on qualified applicant volume. Navy Federal Credit Union assesses market data to establish salary ranges that enable us to remain competitive. You are paid within the salary range, based on your experience, location and market position. For additional details regarding compensation and benefits, review the Benefits page of the Navy Federal Career Site.

Protect Yourself from Job Scams: Navy Federal Credit Union jobs are posted on our career site, jobs.navyfederal.org and reputable job boards (e.g., LinkedIn, Indeed). We do not post jobs on social media marketplaces, messaging apps or unverified websites. We will never ask candidates for payment, bank details or personal financial information during the hiring process.

Bank Secrecy Act: Remains cognizant of and adheres to Navy Federal policies and procedures, and regulations pertaining to the Bank Secrecy Act.

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Vacancy posted 20 hours ago

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