Job Description

*Staff positions are supportive roles providing support to our rehabilitation mission. Applicants for staff positions do not need to have a barrier to employment to be eligible for these roles.*

*To ensure full consideration for a staff position, please attach a resume to your application so we can gain a complete view of your experiences*

Peckham Inc. - Customer Interaction Center Workforce & Reporting Specialist

SUMMARY

The Workforce & Reporting Specialist supports the Contact Center by overseeing workforce management functions and delivering accurate operational reporting and analysis. This role monitors call volume, real-time adherence, and service level performance while also generating meaningful reports that guide business decisions. The Specialist ensures optimal staffing, maintains workforce systems, analyzes performance trends, and provides recommendations to improve efficiency and service outcomes. This position requires strong analytical skills, attention to detail, and the ability to collaborate across teams to support both daily operations and long-term strategic initiatives.

MAIN DUTIES AND RESPONSIBILITIES

Workforce Management

• 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.
• Partner with Supervisors to coordinate time-off requests.

Reporting & Analysis

• 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.
• Develop and maintain performance statistics.
• Support activities, projects, and data extrapolation requests as needed.
• Lead or support project management efforts, including developing data-driven action plans, presenting findings to leadership, and supporting implementation.

OTHER DUTIES AND RESPONSIBILITIES

• Maintain a safe, clean, and customer-friendly work environment.
• Promote Peckham’s vision, values, and services to all customers and stakeholders.
• Assist in maintaining organization-wide quality standards.
• Support the training of people with disabilities.
• Perform other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

• This position does not have direct supervisory responsibilities.

MINIMUM 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

PREFERRED QUALIFICATIONS

• 1–3 years of workforce management experience, including forecasting and/or capacity planning.
• Bachelor’s degree or an industry‑standard IT certification (or related IT degree).
• Advanced proficiency in MS Excel and experience with Workforce Optimization software.
• Experience with call center technologies, such as Avaya/CMS or other call center management platforms.
• Proficiency with reporting and analytics tools, including MS Access, Crystal Reports, SSRS, Power BI, and similar software.

PHYSICAL AND MENTAL DEMANDS

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.

PHYSICAL DEMANDS

The physical demands of this position may be reasonably accommodated for individuals with disabilities on a case-by-case basis.

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.

REASONABLE ACCOMMODATION FOR APPLYING NOTICE

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance or a reasonable accommodation to complete any part of your application please:

• Click HERE and you will be directed to the ILRU Directory to find an agency in your area that can assist you
• Click HERE and you will be directed to the American Jobs Center (AJC) finder to locate a center near you
• Email us at careers@peckham.org
• Call us at (517) 316-4000
• Visit us at: 3510 Capital City BLVD, Lansing, MI 48906 (M-F 8am - 4pm)

Examples of reasonable accommodations may include making a change to the application process, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Business Line:

Contact Center Solutions

Location:

Battle Creek, MI

Worker Sub-Type:

Staff Member