Workforce Scheduler & Real-Time Optimizer

Peckham, Inc.; Lansing (MI); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

generous PTO policies

modern facilities

pet friendly work sites

free fruit

fitness classes

massages available for purchase

opportunities for flexible work arrang

Job summary

Peckham, Inc. is seeking a Workforce Specialist to oversee scheduling and optimization across our contact center operations in Lansing, MI.

The role supports leadership, operations, recruiting, training, and analytics to ensure staffing aligns with contractual needs while maintaining a positive employee experience. Responsibilities include creating and adjusting schedules, managing attendance and coverage, administering workforce systems, and developing reports and dashboards to monitor

Qualifications

• Associate degree or equivalent combination of education and experience.
• 1–3 years in workforce management, scheduling, forecasting, or related fields.
• Ability to manage multiple priorities in a fast-paced environment.
• Analytical skills to identify trends and recommend solutions.
• Proficient with Microsoft Excel and data-analysis tools.
• Ability to work independently and with cross-functional teams.
• Ability to handle confidential information.

Responsibilities

• Create, publish, maintain, and adjust employee schedules based on demand and contracts.
• Manage planned absences and staffing coverage while meeting requirements.
• Coordinate training, meetings, and off-phone activities to support needs.
• Collaborate with Operations, Training, Recruiting to align workforce needs.
• Administer workforce management systems and onboarding/offboarding.
• Maintain data integrity in workforce systems and configurations.
• Develop workforce reports and dashboards to track KPIs.
• Provide training and support on scheduling processes and tools.

Skills

Workforce management

Scheduling

Data analysis

Excel

Communication

Education

Associate degree in related field

Bachelor’s degree in Business/Analytics/Operations (preferred)

Tools

Calabrio

NICE

Genesys

Avaya

Excel

Power BI

Job description

Peckham, Inc. is seeking a Workforce Specialist to oversee scheduling and optimization across our contact center operations in Lansing, MI.

The role supports leadership, operations, recruiting, training, and analytics to ensure staffing aligns with contractual needs while maintaining a positive employee experience. Responsibilities include creating and adjusting schedules, managing attendance and coverage, administering workforce systems, and developing reports and dashboards to monitor