Contact Center Workforce Analyst & Insights Lead

Peckham, Inc.

Battle Creek (MI)

On-site

USD 55,000 - 75,000

Full time

14 days+

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Job summary

Peckham, Inc. seeks a Workforce & Reporting Specialist to support the Contact Center with workforce management and operational reporting.

You will monitor call volume, adherence, and service levels while generating actionable analyses to drive efficiency and better service outcomes. Strong analytical skills and attention to detail are essential to collaborate across teams and support both daily operations and strategic initiatives.

Qualifications

At least 18 months of experience supporting a contact center environment with 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 meet critical deadlines.
Must be able to obtain and maintain required government clearance.

Responsibilities

Monitor call volume, real-time adherence, and service level performance.
Create, prepare, and oversee reports with actual results, forecasts, and variances.
Analyze performance data, identify variances, and provide improvement recommendations.
Develop and maintain performance statistics and support data-driven decision making.
Lead or support project management efforts, including presenting findings to leadership.