Workforce Scheduling Analyst – Contact Center

Peckham, Inc.; Phoenix (AZ); On-site; USD 60,000 - 80,000; Full time

Job summary

The Workforce Specialist at Peckham Inc. coordinates scheduling, monitors call volume, and optimizes staffing across Peckham Contact Center contracts to ensure service levels meet contract commitments.

Reporting to operations leadership, you will administer workforce management systems, analyze performance data, train staff on tools, and collaborate with Recruiting, Training, and Operations to balance staffing needs with business objectives while maintaining a positive employee experience.

Qualifications

• Associate degree 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 or data-analysis tools.
• Ability to work independently and collaboratively across the organization.
• Ability to maintain confidentiality of sensitive information.

Responsibilities

• Create, publish, maintain, and adjust employee schedules based on forecasted demand and contractual needs.
• Administer workforce management systems and ensure data integrity.
• Train staff on scheduling processes and workforce management tools.
• Analyze workforce data to identify trends and support continuous improvement.
• Coordinate cross-department staffing needs and scheduling impacts.

Skills

Excel proficiency

Data analysis

Attention to detail

Communication

Independent work

Team collaboration

Education

Associate degree in related field

Bachelor's degree in Business, Analytics, Operations Management, Statistics, or related field

Tools

Calabrio

NICE

Genesys

Avaya

Power BI

Job description

The Workforce Specialist at Peckham Inc. coordinates scheduling, monitors call volume, and optimizes staffing across Peckham Contact Center contracts to ensure service levels meet contract commitments.

Reporting to operations leadership, you will administer workforce management systems, analyze performance data, train staff on tools, and collaborate with Recruiting, Training, and Operations to balance staffing needs with business objectives while maintaining a positive employee experience.