Workforce Specialist

We need to output HTML fragment with headings

for sections: About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. We must not repeat job title as heading. Must not include Job ID etc. Must preserve all substantive info, no invented details. Remove boilerplate: EEO, accommodation notice, etc. Also remove duplicated lines. We need to parse the posting. Key info: - Staff positions supportive roles providing support to 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* (this is application instruction, should be removed). So we drop that. - Peckham Inc. - Workforce Specialist (job title). Not heading. - This position is a 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 Sundays. (Schedule info) - 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. - Main Duties And Responsibilities: list bullet points under subheadings: Scheduling and Workforce Administration, Workforce Systems Administration, Training and Workforce Support, Data Analysis and Continuous Improvement, Other Duties And Responsibilities. - Required For All Jobs: list of generic duties (comply with policies, maintain safe environment, promote vision, assist in maintaining quality standards, regular and predictable attendance required, other duties as assigned). This seems like generic responsibilities; could be part of Responsibilities. - Supervisory Responsibilities: This position does not have any supervisory responsibilities. - Minimum Qualifications: list bullet points. - Preferred Qualifications: list bullet points. - TYPICAL WORKING CONDITIONS: Work is primarily performed in an office environment. Schedules may fluctuate... (duplicate schedule). Employees should be prepared for occasional schedule adjustments... Overtime may be required or offered during periods of increased seasonal demand. - PHYSICAL AND MENTAL DEMANDS: Reasonable accommodations may be made... (EEO/accommodation boilerplate). Remove. - PECKHAM IS AN EQUAL OPPORTUNITY EMPLOYER... remove. - REASONABLE ACCOMMODATION FOR APPLYING NOTICE... remove. - Business Line Contact Center Solutions Location: Lansing, MI Worker Sub-Type Staff Member (metadata, could be short p). We need sections: About the role (maybe a brief summary), Responsibilities (duties), Requirements (minimum qualifications), Qualifications (maybe preferred?), Skills (maybe combine?), Benefits, Pay, Schedule. We have schedule info: coverage required 8am-10pm EST M-F, 9:45am-3pm EST Sat-Sun, schedule may fluctuate, occasional adjustments, overtime may be required. We have no explicit Benefits or Pay info. So we should NOT create Benefits or Pay sections because posting does not state them. So we omit those. We have Skills? Could extract from qualifications: proficiency with Microsoft Excel, reporting tools, ability to analyze, organize, prioritize, etc. Could put under Skills section if we have specific skill statements. The instructions: Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Skills). We can include Skills if we have concrete skill statements. The posting includes ability to organize, prioritize, attention to detail, meet deadlines, analyze workforce info, proficiency with MS Excel, experience using reporting/data-analysis tools, ability to work independently and collaboratively, ability to handle confidentiality, etc. Those are skills. So we can create a Skills section. Qualifications: Could separate Minimum Qualifications and Preferred Qualifications under Qualifications heading, or separate Requirements (maybe minimum) and Qualifications (preferred). The instructions list both Requirements and Qualifications as possible headings. We need to decide. We have Minimum Qualifications (associate degree or equivalent, 1-3 years experience, etc.) and Preferred Qualifications (bachelor's degree, significant experience, experience with specific systems, etc.). We can put Minimum under Requirements, Preferred under Qualifications. Responsibilities: combine the main duties and responsibilities plus "Required For All Jobs" and supervisory note. About the role: a brief paragraph summarizing the role: supportive role providing support to rehabilitation mission, workforce specialist responsible for scheduling, optimization, partnering with teams, monitoring call volume, etc. We must preserve all substantive information; do not invent or summarize away detail. So we need to keep details like specific systems (Calabrio, NICE, Genesys, Avaya), specific metrics (forecast accuracy, staffing levels, shrinkage, occupancy, utilization, service objectives), specific shift times, etc. We must not repeat job title as heading. We must not include boilerplate like EEO, accommodation notice, etc. We must not include application instructions (attach resume). Remove. We must not include duplicated lines (like schedule appears twice; we can include once). We must not create sections with filler text like "commensurate with experience". We have actual schedule details, so schedule section is valid. We need to output only HTML fragment, no /, no markdown fences. Let's craft:

About the role

... paragraph ...

Responsibilities

• ... each duty ...

We need to break down responsibilities into list items. Could group similar items but keep substance. Let's extract duties: From Main Duties And Responsibilities: 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. - Collaborate across workforce management functions to proactively manage resources, maintain appropriate coverage, and support business continuity. Other Duties And Responsibilities: - Promote organizational values, quality standards, and customer-focused service delivery. - Perform additional duties and special projects as assigned. Required For All Jobs: - 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. Supervisory Responsibilities: - This position does not have any supervisory responsibilities. We could combine Required For All Jobs and Supervisory into responsibilities list. Now Requirements (minimum qualifications): - 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. Qualifications (preferred): - 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. Skills: we could extract from qualifications but maybe we already have them under Requirements/Qualifications. However we need a Skills section if we have skill statements not covered elsewhere. Could combine ability to organize, prioritize, attention to detail, meet deadlines, analyze, proficiency with Excel, reporting tools, work independently/collaboratively, handle confidentiality, etc. But those are already in Requirements. To avoid duplication, maybe we don't need a separate Skills section; we can put skill-like items under Requirements. The instructions allow us to include Skills section if we have real specific content. We could still include Skills but ensure not to duplicate content. Could list skills like: Workforce scheduling, Forecasting, Capacity planning, Data analysis, Report development, System administration, Training delivery, Communication, Collaboration, Confidentiality handling. But that might be summarizing. Better to avoid Skills section if not explicitly stated as skills. The posting does not have a separate "Skills" heading; it's embedded in qualifications. So we might omit Skills section to avoid inventing. Schedule: we have schedule details. Thus sections: About the role, Responsibilities, Requirements, Qualifications, Schedule. We must not include Benefits or Pay. Now craft HTML. We need to ensure we preserve all substantive info: include location? The location is Lansing, MI; we could include in About the role or a short p. The posting includes "Business Line Contact Center Solutions Location: Lansing, MI Worker Sub-Type Staff Member". This is metadata; we could include a short p after About the role maybe. But instructions: do NOT put Job ID/requisition numbers as headings — fold minor metadata into a short

or drop it. So we can include a short p for location. Let's include after About the role:

Location: Lansing, MI. Business Line: Contact Center Solutions. Worker Sub-Type: Staff Member.

Now ensure we didn't miss any substantive info: mention that position is 2nd shift, schedule may fluctuate, coverage