Contact Center Workforce Analytics & Scheduling 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

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.