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Call Center Coordinator

Family Security Plan is looking for an organized, detail-driven Call Center Coordinator to own scheduling and workforce management for our call center teams. In this role, you'll build and maintain schedules, monitor staffing and adherence, coordinate with call center leadership, and help keep our teams running smoothly day to day. You'll work closely with Customer Connect, CAT, Hybrid, MBC, and Payment Support, supporting each with scheduling and special projects as needed.

What You'll Do

Workforce Management & Scheduling

• Own the creation, maintenance, and ongoing accuracy of schedules for Customer Connect, CAT, Hybrid, and MBC within the Workforce Management (WFM) system, with responsibility expanding to additional call center teams as assigned.
• Process all scheduling activities in WFM, including shifts, breaks, lunches, meetings, trainings, coaching sessions, overtime, PTO/absences, late arrivals, early departures, schedule changes, and other approved activities.
• Maintain schedules in real time as changes occur, ensuring WFM accurately reflects each employee's expected activity.
• Coordinate schedule changes related to Hybrid/field assignments, special projects, training, meetings, and other business needs.
• Proactively review schedules for conflicts, coverage gaps, incorrect activities, and missed breaks/lunches; resolve or escalate issues promptly.

Staffing, Coverage & Adherence

• Review daily staffing and coverage needs, including the impact of PTO, absences, meetings, and training; identify gaps and share recommendations with leadership.
• Monitor schedule adherence and floor activity in WFM, reporting attendance or adherence patterns to employees' direct supervisors.
• Partner with call center leadership to understand staffing needs, upcoming activities, and coverage requirements.

Timekeeping & ADP

• Review and approve ADP timecards daily for assigned call center teams.
• Identify and resolve missed punches, incorrect time entries, and other timekeeping exceptions in a timely manner.
• Ensure WFM schedules and ADP records stay aligned, escalating unresolved or unusual timekeeping concerns promptly.

Communication, Organization & Accountability

• Serve as a primary scheduling resource for call center employees and leadership, communicating changes and workforce updates clearly and on time.
• Independently prioritize daily, weekly, and monthly responsibilities based on business impact, deadlines, and operational needs.
• Proactively identify upcoming scheduling, staffing, payroll, or operational needs and take action before they become issues.
• Verify your own work after making scheduling or system changes, take ownership of errors, and communicate any potential impact to the appropriate leader.
• Maintain accurate, audit-ready records and documentation of scheduling and timekeeping changes.
• Provide additional call center support and assistance as needed.

What We're Looking For

• 2–5 years of experience in a call center, workforce management, scheduling, or operations coordination environment.
• Prior experience administering employee schedules using Workforce Management software, and supporting timekeeping/payroll processes.
• Associate's degree required, or equivalent experience; Bachelor's degree preferred.
• Strong organizational skills and business acumen, with excellent verbal and written communication.
• Ability to manage competing priorities independently while meeting established deadlines.
• Sharp attention to detail and a commitment to accuracy.
• Comfort learning and using Workforce Management, payroll/timekeeping, CRM, and telephony systems, along with solid Microsoft Word and Excel skills.
• A collaborative mindset and the discretion to handle confidential schedule, attendance, and payroll information appropriately.
• A proactive, solutions-oriented approach to identifying issues before they affect operations.

Work Environment

This role is based in our Orange, CT office with a hybrid schedule; remote work from a secure home office may be available with approval from management and the Work at Home Committee. The role involves regular use of standard office equipment such as computers, phones, and fax machines.

Our Core Values

At Family Security Plan, we live our Core Values — Caring, Integrity, Drive, Passion, and Resilience — in how we work, communicate, and support one another every day. We're looking for a Coordinator who brings that same spirit to our call center teams.