Workforce Management Specialist I, Contact Center Operations

About the job

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® 2025

• Yello and WayUp Top 100 Internship Programs

• Computerworld® Best Places to Work in IT

• Newsweek Most Loved Workplaces

• 2025 PEOPLE® Companies That Care

• Newsweek Most Trustworthy Companies in America

• Military Times 2025 Best for Vets Employers

• Best Companies for Latinos to Work for 2025

• Forbes® 2025 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

• 2025 Handshake Early Talent Award

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license. Fortune and Fortune Media IP Limited 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 medicalaccommodations@navyfederal.org or by calling 1-888-503-6013. 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.

Additional Information

• Job Identification: 33382
• Job Category: Workforce Management
• Posting Date: 2026-11-04
• Apply Before: 2026-11-11
• Job Schedule: Full time
• Locations: 5510 Heritage Oaks Dr, Pensacola, FL, 32526, US (Hybrid)
• Targeted Salary Range: $22.00 - $31.41 hourly