Workforce Specialist

Peckham, Inc.•Phoenix, AZ

2d•Onsite

About The Position

The Workforce Specialist is responsible for workforce scheduling and optimization activities that support operational excellence across assigned contracts. The role partners with leadership, operations teams, agents, training departments, recruiting, and other internal resources to align staffing strategies with business needs while maintaining a positive employee experience. The specialist monitors call volume, real-time adherence, and service-level performance for Peckham’s Contact Center, with key responsibilities in attendance and scheduling. The position administers workforce management systems and maintains accurate employee and workforce data, supports workforce planning and reporting, and trains employees and supervisors on workforce systems and processes. It analyzes workforce and operational performance to identify trends and recommend improvements that support staffing, service delivery, productivity, efficiency, and cost objectives. This is a nonsupervisory staff position. Work is primarily performed in an office environment. One first-shift position and one second-shift position are available. Schedules may fluctuate to provide coverage during the stated operating windows, and occasional schedule adjustments may be needed. Overtime may be required or offered during periods of increased seasonal demand.

Requirements

Associate degree in a related field, or an equivalent combination of education, training, and experience providing the required workforce-development knowledge, skills, and abilities.
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 the confidentiality of sensitive employee and business information.
Regular and predictable attendance.
Employees may be required by some customer contracts to obtain and maintain relevant professional certifications and/or security clearances, as determined by contract needs.

Nice To Haves

Bachelor’s degree in Business, Analytics, Operations Management, Statistics, or a related field.
Significant experience related to workforce management.
Experience using workforce management and contact center systems such as Calabrio, NICE, Genesys, or Avaya.
Experience using real-time workforce monitoring and adherence tools in 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.

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 operations and minimize service impacts.
Partner with Operations, Training, Recruiting, and other departments to coordinate workforce needs and scheduling impacts.
Administer workforce management systems, including 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.
Train and support employees, supervisors, and other staff on workforce management systems, scheduling processes, policies, and procedures.
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.
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 supporting operational decision-making, workforce planning, customer service, and continuous improvement.
Collaborate across workforce management functions to manage resources, maintain appropriate coverage, and support business continuity.
Promote organizational values, quality standards, and customer-focused service delivery; perform additional duties and special projects as assigned.
Comply with policies and standards, maintain a safe and clean work environment, promote Peckham’s vision, values, and services, and assist in maintaining organization-wide quality standards.
Maintain regular and predictable attendance and perform other duties as assigned.