Workforce Specialist

Peckham Inc. - Workforce Specialist

Currently recruiting for one 1st shift position and one 2nd shift position.

Schedules may fluctuate based on operational needs, as coverage is required from 8:00 AM to 10:00 PM EST, Monday through Friday, and 9:45 AM to 3:00 PM EST on Saturdays and Sunday.

The Workforce Specialist is responsible for workforce scheduling, and workforce optimization activities to ensure operational excellence across assigned contracts. This role partners closely with leadership, operations teams, agents, training departments, recruiting, and other Peckham resources to ensure staffing strategies align with business needs while maintaining a positive employee experience.

The Workforce Specialist provides oversight of monitoring call volume, real time adherence and service level performance for Peckham Contact Center. Key responsibilities will include attendance and scheduling functions.

Main Duties and Responsibilities

• Create, publish, maintain, and adjust employee schedules and shifts based on forecasted demand, contractual requirements, and operational needs.
• Manage planned absences, scheduling accommodations, and employee scheduling preferences while maintaining appropriate staffing coverage.
• Coordinate meetings, training, coaching, project work, and other off-phone activities to support operational needs and minimize service impacts.
• Partner with Operations, Training, Recruiting, and other internal departments to coordinate workforce needs and scheduling impacts.

Workforce Systems Administration

• Administer workforce management systems, including employee onboarding and offboarding, system access, employee records, workstation assignments, and workforce configuration.
• Maintain workforce system data integrity and validate employee information, calculations, and configurations for operational and contractual accuracy.
• Collaborate with Systems, Analytics, and other internal partners to identify and resolve workforce system, data, reporting, and configuration issues.

Training and Workforce Support

• Train and support employees, supervisors, and other staff on workforce management systems, scheduling processes, policies, and procedures, serving as a workforce management subject matter resource.
• Develop and maintain workforce management training materials, resources, and job aids.
• Assist with workforce and scheduling solutions that balance employee needs, business objectives, and operational requirements.
• Cross-train across workforce management functions to support team development and operational continuity.

Data Analysis and Continuous Improvement

• Analyze workforce, operational, and performance data to identify trends, risks, and opportunities related to staffing, service delivery, productivity, efficiency, and cost.
• Develop and monitor workforce reports, dashboards, and key performance metrics, including forecast accuracy, staffing levels, shrinkage, occupancy, utilization, and service objectives.
• Translate workforce data into recommendations that support operational decision-making, workforce planning, customer service, and continuous improvement.
• Collaborate across workforce management functions to proactively manage resources, maintain appropriate coverage, and support business continuity.

Other Duties and Responsibilities

• Promote organizational values, quality standards, and customer-focused service delivery.
• Perform additional duties and special projects as assigned.

Required for All Jobs

• Comply with all policies and standards.
• Maintain safe and clean work environment.
• Promote Peckham's vision values and services to all team members, staff, customers, and stakeholders.
• Assist in maintaining organizational wide quality standards.
• Regular and predictable attendance are required of this position to support the team and needs of the operations.
• Other duties as assigned.

Supervisory Responsibilities

• This position does not have any supervisory responsibilities.

Minimum Qualifications

• Associate degree in a related field or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities in workforce development may be considered.
• 1- 3 years of experience in workforce management, workforce planning, scheduling, forecasting, capacity planning, or a related field.
• Ability to organize and prioritize multiple responsibilities, maintain attention to detail, and meet deadlines in a fast-paced environment.
• Ability to analyze workforce and operational information, identify trends or issues, and make recommendations to support business needs.
• Proficiency with Microsoft Excel and experience using reporting or data-analysis tools.
• Ability to work independently and collaboratively with individuals and departments across the organization.
• Ability to appropriately handle and maintain confidentiality of sensitive employee and business information.
• As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment. This requirement will be determined based on the specific needs of contract.

Preferred Qualifications

• Bachelor's degree in Business, Analytics, Operations Management, Statistics, or a related field.
• Significant experience related to workforce management experience.
• Experience using workforce management and contact center systems, such as Calabrio, NICE, Genesys, or Avaya.
• Experience utilizing real-time workforce monitoring and adherence tools within a contact center environment.
• Experience developing workforce reports, dashboards, and performance metrics using Excel, Power BI, or similar reporting tools.
• Experience supporting workforce management system administration, configuration, or data integrity.

Typical Working Conditions

Work is primarily performed in an office environment. Schedules may fluctuate based on operational needs, as coverage is required from 8:00 AM to 10:00 PM EST, Monday through Friday, and 9:45 AM to 3:00 PM EST on Saturdays and Sundays. Employees should be prepared for occasional schedule adjustments to support business and service level requirements. Overtime may be required or offered during periods of increased seasonal demand.

Physical and Mental Demands

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

Peckham is an equal opportunity employer.

EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.

Reasonable Accommodation for Applying Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at View email address on click.appcast.io
• Call us at View phone number on click.appcast.io
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line: Contact Center Solutions

Location: East Phoenix, AZ

Worker Sub-Type: Staff Member