Workforce Management Specialist I, Contact Center Operations

Navy Federal Credit Union

. Create and modify schedules using WFM software .

Posted 11/4/2026full-timeUnited StatesMid-LevelSenior💰 $22 - $31 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in workforce management processes and systems, including scheduling and resource planning, while effectively communicating and collaborating with various business units to enhance operational efficiency.

Highest-signal resume keywords

Workforce Management SoftwareStaff SchedulingResource PlanningData AccuracyCommunication Skills

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

WFM SoftwareVerint Scheduling SoftwareCMSStaff AllocationSOP DocumentationAttendance TrackingProblem-SolvingAnalytical SkillsTime ManagementOrganizational Skills

Soft Skills

Attention to DetailInitiativeJudgmentTeam CollaborationVerbal Communication

Industry Keywords

Workforce ManagementContact Center OperationsStaffing Data ManagementPTO ManagementOperational Guidelines

About the role

Key responsibilities & impact

Create and modify schedules using WFM software
Monitor real-time staffing schedule adherence and work with management to resolve adherence issues
Update staff schedules for meal, break, shift changes, and technical problems
Coordinate staff allocation and availability to achieve workforce management goals
Document and maintain SOPs and reference tools/reports
Recommend procedural and operational guideline changes to improve efficiency
Communicate with business units and support teams to remediate errors and implement corrective actions
Evaluate departmental staffing needs, post open positions, and process department changes
Maintain contact center, branch, and collections abandon percentages by adjusting staff
Review and approve or decline PTO, overtime, leave, and L&D workshop requests 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 Workforce Software
Train new hires on workforce management systems and set up profiles, logins, and voicemail
Perform other duties as assigned

Requirements

What you’ll need

Familiarity with workforce management processes, resource planning, and workforce management systems such as Verint scheduling software and CMS
Exposure to a workforce management environment
Exposure to 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, 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 research, analytical, and problem-solving skills
Basic verbal and written communication skills
Familiarity with Navy Federal's functions, philosophy, operations, and organizational objectives (desired)
Availability to work Monday–Friday, 8:00 AM–4:30 PM, with weekend rotations

Benefits

Comp & perks

Highly competitive pay
Generous benefits and perks