Contact Center Workforce & Analytics Specialist

Peckham, Inc.; Grand Rapids (MI); On-site; USD 60,000 - 80,000; Full time

Job summary

Peckham, Inc. in Battle Creek, MI, seeks a Workforce & Reporting Specialist to optimize contact center staffing and deliver accurate operational reports. You will monitor call volume, real-time adherence, and service levels while generating data-driven insights to guide decisions.

The role requires strong analytical skills, detail orientation, and collaboration across teams to support daily operations and strategic initiatives. Experience in workforce software and reporting is preferred.

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 software.
• Strong analytical, organizational, and documentation skills.
• High attention to detail with consistent accuracy and timeliness.
• Ability to communicate effectively 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

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.

Job description

Peckham, Inc. in Battle Creek, MI, seeks a Workforce & Reporting Specialist to optimize contact center staffing and deliver accurate operational reports. You will monitor call volume, real-time adherence, and service levels while generating data-driven insights to guide decisions.

The role requires strong analytical skills, detail orientation, and collaboration across teams to support daily operations and strategic initiatives. Experience in workforce software and reporting is preferred.