Workforce Specialist
Peckham, Inc.
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Benefits offered by this job
Job summary
Peckham, Inc. seeks a Workforce Specialist to manage scheduling, staffing and workforce optimization for the Peckham Contact Center across shifts from 8:00 AM to 10:00 PM EST weekdays and weekend coverage as needed in the Phoenix area.
You will partner with Operations, Training and Recruiting to align staffing with contract demands while maintaining a positive employee experience, monitor real-time adherence and service levels, and contribute to continuous improvement initiatives.
Qualifications
- Associate degree in a related field or an equivalent combination of education, training, and experience.
- 1-3 years of experience in workforce management, workforce planning, scheduling, forecasting, capacity planning, or a related field.
- Proficiency with Microsoft Excel and experience using reporting or data-analysis tools.
- Ability to work independently and collaboratively with individuals and departments across the organization.
- Ability to appropriately handle and maintain confidentiality of sensitive employee and business information.
- As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances.
Responsibilities
- Create, publish, maintain, and adjust employee schedules and shifts based on forecasted demand and contractual requirements.
- Manage planned absences, scheduling accommodations, and employee scheduling preferences.
- Coordinate meetings, training, coaching, and other off-phone activities to support operational needs.
- Partner with Operations, Training, Recruiting, and other departments to coordinate workforce needs and scheduling impacts.
- Administer workforce management systems, onboarding, offboarding, and data integrity.
- Train and support employees on workforce management systems and scheduling processes.
- Analyze workforce data to identify trends, risks, and opportunities and translate into recommendations.
Skills
Education
Tools
Job description
Currently recruiting for one 1st shift position and one 2nd shift position. Schedules may fluctuate based on operational needs, as coverage is required from 8:00 AM to 10:00 PM EST, Monday through Friday, and 9:45 AM to 3:00 PM EST on Saturdays and Sunday.
The Workforce Specialist is responsible for workforce scheduling, and workforce optimization activities to ensure operational excellence across assigned contracts. This role partners closely with leadership, operations teams, agents, training departments, recruiting, and other Peckham resources to ensure staffing strategies align with business needs while maintaining a positive employee experience. The Workforce Specialist provides oversight of monitoring call volume, real time adherence and service level performance for Peckham Contact Center. Key responsibilities will include attendance and scheduling functions.
- Scheduling and Workforce Administration
Create, publish, maintain, and adjust employee schedules and shifts based on forecasted demand, contractual requirements, and operational needs.
Manage planned absences, scheduling accommodations, and employee scheduling preferences while maintaining appropriate staffing coverage.
Coordinate meetings, training, coaching, project work, and other off-phone activities to support operational needs and minimize service impacts.
Partner with Operations, Training, Recruiting, and other internal departments to coordinate workforce needs and scheduling impacts.
- Workforce Systems Administration
Administer workforce management systems, including employee onboarding and offboarding, system access, employee records, workstation assignments, and workforce configuration.
Maintain workforce system data integrity and validate employee information, calculations, and configurations for operational and contractual accuracy.
Collaborate with Systems, Analytics, and other internal partners to identify and resolve workforce system, data, reporting, and configuration issues.
- Training and Workforce Support
Train and support employees, supervisors, and other staff on workforce management systems, scheduling processes, policies, and procedures, serving as a workforce management subject matter resource.
Develop and maintain workforce management training materials, resources, and job aids.
Assist with workforce and scheduling solutions that balance employee needs, business objectives, and operational requirements.
Cross-train across workforce management functions to support team development and operational continuity.
- Data Analysis and Continuous Improvement
Analyze workforce, operational, and performance data to identify trends, risks, and opportunities related to staffing, service delivery, productivity, efficiency, and cost.
Develop and monitor workforce reports, dashboards, and key performance metrics, including forecast accuracy, staffing levels, shrinkage, occupancy, utilization, and service objectives.
Translate workforce data into recommendations that support operational decision-making, workforce planning, customer service, and continuous improvement.
Collabrate across workforce management functions to proactively manage resources, maintain appropriate coverage, and support business continuity.
Promote organizational values, quality standards, and customer-focused service delivery. Perform additional duties and special projects as assigned.
Comply with all policies and standards. Maintain safe and clean work environment. Promote Peckham’s vision values and services to all team members, staff, customers, and stakeholders. Assist in maintaining organizational wide quality standards. Regular and predictable attendance are required of this position to support the team and needs of the operations. Other duties as assigned.
This position does not have any supervisory responsibilities.
- Associate degree in a related field or an equivalent combination of education, training, and experience that provides the required knowledge, skills, and abilities in workforce development may be considered.
- 1-3 years of experience in workforce management, workforce planning, scheduling, forecasting, capacity planning, or a related field.
- Ability to organize and prioritize multiple responsibilities, maintain attention to detail, and meet deadlines in a fast-paced environment.
- Ability to analyze workforce and operational information, identify trends or issues, and make recommendations to support business needs.
- Proficiency with Microsoft Excel and experience using reporting or data-analysis tools.
- Ability to work independently and collaboratively with individuals and departments across the organization.
- Ability to appropriately handle and maintain confidentiality of sensitive employee and business information.
- As required by some customer contracts, Peckham employees may be required to obtain and maintain relevant professional certifications and/or security clearances as a condition of employment. This requirement will be determined based on the specific needs of contract.
- Bachelor’s degree in Business, Analytics, Operations Management, Statistics, or a related field.
- Significant experience related to workforce management experience.
- Experience using workforce management and contact center systems, such as Calabrio, NICE, Genesys, or Avaya.
- Experience utilizing real-time workforce monitoring and adherence tools within a contact center environment.
- Experience developing workforce reports, dashboards, and performance metrics using Excel, Power BI, or similar reporting tools.
- Experience supporting workforce management system administration, configuration, or data integrity.
Work is primarily performed in an office environment. Schedules may fluctuate based on operational needs, as coverage is required from 8:00 AM to 10:00 PM EST, Monday through Friday, and 9:45 AM to 3:00 PM EST on Saturdays and Sundays. Employees should be prepared for occasional schedule adjustments to support business and service level requirements. Overtime may be required or offered during periods of increased seasonal demand.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.
- EEO/AA Employer/Vet/Disabled.
- Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law.
Contact Center Solutions
East Phoenix, AZ
Staff Member
Peckham is a national award-winning social enterprise, recognized for its achievement in providing exceptional vocational rehabilitation for people with disabilities and barriers to employment. We accomplish our mission by working with community partners and through our own diverse business lines consisting of apparel manufacturing, warehousing, call centers, environmental services, and farming.
Peckham prides itself on having a great culture which fosters a respectful, collaborative, and fun work environment. Employees are encouraged to bring their whole selves to work, share ideas, and engage in lifelong learning. Our culture further supports our mission by encouraging flexibility, health, and wellness. Staff enjoy benefits such as generous PTO policies, modern facilities, pet friendly work sites, free fruit, fitness classes, massages available for purchase, and opportunities for flexible work arrangements.
Peckham, a nonprofit community vocational rehabilitation organization, is a unique business and human services agency which values quality, diversity, and performance. Our mission is to provide a wide range of opportunities to maximize human potential for persons striving for greater independence and self-sufficiency. We embrace collaboration, effective resource management, and innovative approaches to achieve world-class excellence.
To prove that people with disabilities and other barriers are more than capable of delivering world-class, high-quality products and solutions.
Peckham is an Equal Opportunity Employer - EEO/AA Employer/Vet/Disabled. Peckham provides equal opportunities and does not unlawfully discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, height, weight, marital status, veteran status, or any other protected characteristic protected by applicable federal, state, or local law. EEO is Law. Peckham participates in the E-Verify program.
Nondiscrimination Provision
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