CIC Research & Support Specialist

Jobtailor; Missouri City (TX); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

On-site parking

Job summary

Peckham seeks a Workforce Management specialist to coordinate schedules for a contact center, maintain attendance accuracy, and manage real-time adherence. You will sustain WFM software, generate operational reports, and analyze performance data to drive improvements.

The role emphasizes strong Excel skills, experience with Avaya/CMS, and a collaborative approach with supervisors to meet service levels and quality standards. An IT certification or degree enhances candidacy.

Qualifications

• 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.
• Preferred: 1–3 years of workforce management experience, including forecasting and/or capacity planning.
• Preferred: Advanced proficiency in MS Excel and experience with Workforce Optimization software.
• Preferred: Experience with call center technologies, such as Avaya/CMS or other call center management platforms.
• Preferred: 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 aligned 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
• Maintain workforce management software and staff resource databases
• Partner with Supervisors to coordinate time-off requests
• Create, prepare, and oversee daily, weekly, and monthly operational reports
• Ensure accuracy and integrity of distributed reports
• Analyze call center performance results, identify variances, and recommend improvements
• Distinguish insights from large data sets and translate findings into actionable strategies
• Develop and maintain performance statistics
• Support activities, projects, and data extrapolation requests
• Lead or support project management efforts, including data-driven action plans, leadership presentations, and implementation
• Maintain a safe, clean, and customer-friendly work environment
• Promote Peckham’s vision, values, and services to customers and stakeholders
• Assist in maintaining organization-wide quality standards
• Support training of people with disabilities
• Perform other related duties as assigned

Skills

Workforce Management

Excel Proficiency

Analytical Skills

Reporting & Analytics

Communication Skills

Education

Bachelor's Degree

Industry-Standard IT Certification

Tools

Avaya/CMS

Workforce Optimization Software

MS Access

Crystal Reports

Power BI

Job description

• Coordinate with Management and Supervisors to create and maintain team member schedules aligned 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
• Maintain workforce management software and staff resource databases
• Partner with Supervisors to coordinate time-off requests
• Create, prepare, and oversee daily, weekly, and monthly operational reports
• Ensure accuracy and integrity of distributed reports
• Analyze call center performance results, identify variances, and recommend improvements
• Distinguish insights from large data sets and translate findings into actionable strategies
• Develop and maintain performance statistics
• Support activities, projects, and data extrapolation requests
• Lead or support project management efforts, including data-driven action plans, leadership presentations, and implementation
• Maintain a safe, clean, and customer-friendly work environment
• Promote Peckham’s vision, values, and services to customers and stakeholders
• Assist in maintaining organization-wide quality standards
• Support training of people with disabilities
• Perform other related duties as assigned

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

Core Competencies

Demonstrates expertise in workforce management, including scheduling, reporting, and performance analysis within a contact center environment. Proficient in data analysis and communication, ensuring operational efficiency and adherence to quality standards.

Highest-signal resume keywords

• Workforce Management
• Microsoft Excel Proficiency
• Call Center Management Software
• Analytical Skills
• Reporting and Analytics Tools

Hard Skills

• Workforce Management
• Data Analysis
• Performance Reporting
• Forecasting
• Capacity Planning

Soft Skills

• Attention to Detail
• Effective Communication
• Flexibility
• Adaptability
• Organizational Skills

Certifications & Qualifications

• Industry-Standard IT Certification
• Bachelor's Degree

Industry Keywords

• Contact Center Environment
• Operational Reports
• Real-Time Adherence Management
• Staff Resource Databases
• Quality Standards

Tools & Technologies

• Avaya/CMS
• Workforce Optimization Software
• MS Access
• Crystal Reports
• Power BI