Contact Center Workforce Intelligence Analyst

Peckham; Michigan; On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Generous PTO

Modern facilities

Pet friendly work sites

Free fruit

Fitness classes

Massages available for purchase

Flexible work arrangements

Job summary

Peckham Inc. is seeking a Workforce & Reporting Specialist to support the Contact Center by overseeing workforce management and delivering accurate operational reporting and analysis.

This role monitors call volume, real-time adherence, and service level performance while generating reports to guide decisions. It requires strong analytical skills and collaboration across teams to support daily operations and long-term initiatives.

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.

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.
• 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.
• Lead or support project management efforts, including developing data-driven action plans, presenting findings to leadership, and supporting implementation.

Skills

Excel

Analytical skills

Attention to detail

Communication

Independent work

Time management

Education

Bachelor’s degree

IT certification

Tools

Avaya/CMS

MS Access

Crystal Reports

SSRS

Power BI

Job description

Peckham Inc. is seeking a Workforce & Reporting Specialist to support the Contact Center by overseeing workforce management and delivering accurate operational reporting and analysis.

This role monitors call volume, real-time adherence, and service level performance while generating reports to guide decisions. It requires strong analytical skills and collaboration across teams to support daily operations and long-term initiatives.