Job Information
Peckham, Inc. Workforce Specialist in East Phoenix, Arizona
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.
Peckham Inc. - Workforce Specialist
SUMMARY
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.
MAIN DUTIES AND RESPONSIBILITIES
Coordinate with Operations Managers and Team Supervisors to create team member schedules to support call volume demands and optimize Service Desk performance.
Manages changes to scheduling to ensure adequate daily resource coverage.
Reconciles attendance daily with employee timesheets against schedule and time in/out reporting.
Oversee and coordinate real-time adherence management.
Communicate and adjust staffing levels as necessary to ensure service levels are achieved.
OTHER DUTIES AND RESPONSIBILITIES
Maintain staff resource management database using workforce management software.
Coach staff and team members on the various scheduling policies and guidelines
Partner with Supervisors & Case Managers to coordinate time off requests for team members
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
Assists in the training of people with disabilities
Maintain safe and clean work environment
Other duties as assigned
SUPERVISORY RESPONSIBILITIES
This position does not have direct supervisory responsibility
MINIMUM QUALIFICATIONS
1-3-Years of workforce management experience
Passing and maintaining federal and state security background checks
U.S. Citizenship is required due to security clearances.
Must have access to reliable transportation. Understanding of confidentiality requirements and practices.
PREFERRED QUALIFICATIONS
1-3-Years of workforce management experience
Forecasting and/ or capacity planning experience
Bachelor's Degree
Ability to maintain the confidentiality of personal and corporate information.
Advanced knowledge of MS Excel and Workforce Optimization Software.
Strong attention to detail, problem-solving and analytical skills.
Ability to work independently in a highly visible position
Successfully work under pressure and effectively multitask to meet critical deadlines.
Ability to adapt effective communication skills to a diverse range of people and unique situations to achieve complex objectives.
Ability to be highly organized with an emphasis on accuracy and timeliness.
Experience with Avaya/CMS or other call center management 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 (https://www.ilru.org/projects/cil-net/cil-center-and-association-directory) and you will be directed to the ILRU Directory to find an agency in your area that can assist you
Click HERE (https://www.careeronestop.org/LocalHelp/AmericanJobCenters/american-job-centers.aspx) 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:
East Phoenix, AZ
Worker Sub-Type:
Staff Member
