Strategic Workforce Scheduler - Contact Center

Peckham

Lansing (MI)

On-site

USD 45,000 - 65,000

Full time

6 days ago

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Job summary

Peckham is seeking a Workforce Specialist to oversee scheduling and workforce optimization across assigned contracts. The role partners with operations, training, recruiting, and other teams to align staffing with business needs while maintaining a positive employee experience.

The position requires an Associate degree or equivalent, 1-3 years in workforce management, and strong Excel/data-analysis skills. It involves shift coverage from 8:00 AM to 10:00 PM EST and weekends as needed, with a

Qualifications

Associate degree in a related field or equivalent combination of education, training, and experience.
1-3 years of experience in workforce management, scheduling, forecasting, or related field.
Proficiency with Microsoft Excel and reporting/data-analysis tools.
Ability to work independently and collaboratively across departments, while maintaining confidentiality.

Responsibilities

Create, publish, maintain, and adjust employee schedules based on forecasted demand and requirements.
Manage planned absences and scheduling accommodations to ensure staffing coverage.
Coordinate meetings, training, and off-phone activities to support operation needs.
Administer workforce management systems and maintain data integrity for contracts and employees.
Develop workforce reports, dashboards, and metrics to monitor performance and support decisions.
Cross-train across workforce functions to support team continuity.