CIC Research & Support Specialist

Peckham•Battle Creek, MI

4d•Onsite

About The Position

The Workforce & Reporting Specialist supports the Contact Center by overseeing workforce management functions and delivering accurate operational reporting and analysis. This role monitors call volume, real-time adherence, and service level performance while also generating meaningful reports that guide business decisions. The Specialist ensures optimal staffing, maintains workforce systems, analyzes performance trends, and provides recommendations to improve efficiency and service outcomes. This position requires strong analytical skills, attention to detail, and the ability to collaborate across teams to support both daily operations and long-term strategic initiatives.

Requirements

At least 18 months of experience supporting a contact center environment, including reporting responsibilities.
Proficiency in Microsoft Excel and familiarity with Avaya/CMS or similar call center management software.
Strong analytical, organizational, and documentation skills.
High attention to detail with consistent accuracy and timeliness.
Ability to communicate effectively and professionally with individuals at all levels of the organization.
Demonstrated flexibility and adaptability to changing business needs.
Ability to work independently, manage multiple priorities, and perform well under pressure to meet critical deadlines.
Must be able to obtain and maintain required government clearance

Nice To Haves

1–3 years of workforce management experience, including forecasting and/or capacity planning.
Bachelor’s degree or an industry‑standard IT certification (or related IT degree).
Advanced proficiency in MS Excel and experience with Workforce Optimization software.
Experience with call center technologies, such as Avaya/CMS or other call center management platforms.
Proficiency with reporting and analytics tools, including MS Access, Crystal Reports, SSRS, Power BI, and similar software.

Responsibilities

Coordinate with Management and Supervisors to create and maintain team member schedules that align with call volume demands and service level goals.
Manage schedule adjustments to ensure adequate daily resource coverage.
Reconcile attendance daily by comparing employee timesheets with scheduled hours and time in/out reporting.
Oversee and coordinate real-time adherence management and communicate staffing adjustments as needed.
Maintain workforce management software and staff resource databases.
Partner with Supervisors to coordinate time-off requests.
Create, prepare, and oversee daily, weekly, and monthly reports that communicate actual results, forecasted performance, and variances.
Ensure accuracy and integrity of all reports distributed.
Analyze call center performance results, identify variances, and provide recommendations for improvements.
Distinguish meaningful insights from large data sets and translate findings into actionable strategies.
Develop and maintain performance statistics.
Support activities, projects, and data extrapolation requests as needed.
Lead or support project management efforts, including developing data-driven action plans, presenting findings to leadership, and supporting implementation.
Maintain a safe, clean, and customer-friendly work environment.
Promote Peckham’s vision, values, and services to all customers and stakeholders.
Assist in maintaining organization-wide quality standards.
Support the training of people with disabilities.
Perform other related duties as assigned.