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Human Resource Manager

Houston, TX · Remote

$80K - $100K/yr

About the Role The HR Manager will oversee all core HR functions for a call center workforce, including recruiting operations, employee relations, performance management, compliance, and policy ...

NextDeavor Inc.

Call Center Manager

Omaha, NE · On-site

$100K - $130K/yr

This is a Remote role supporting a distributed, multi-time-zone workforce. Here's How You'll Make an Impact on the Team * Lead day-to-day operations of a fully remote call center (inbound, outbound ...

NextDeavor Inc.

Call Center Manager

Omaha, NE · Remote

$100K - $130K/yr

This is a Remote role supporting a distributed, multi-time-zone workforce. Here's How You'll Make an Impact on the Team * Lead day-to-day operations of a fully remote call center (inbound, outbound ...

Global Electronic Services

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Call Center Manager

Buford, GA · On-site

$65K - $75K/yr

Experience leading inside sales teams in a high-volume, performance-driven call center environment, with knowledge of workforce management and quality assurance best practices. Company Description ...

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How much do call center workforce jobs pay per hour?

As of Jul 27, 2026, the average hourly pay for call center workforce in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is a Call Center Workforce?

A Call Center Workforce refers to the group of employees responsible for handling customer interactions, such as phone calls, emails, or chats, in a call center environment. This workforce typically includes agents, supervisors, and support staff who work together to provide customer service, technical support, or sales assistance. Effective call center workforce management is crucial for ensuring optimal staffing, meeting service level agreements, and providing a positive customer experience. Tools and strategies like workforce management software are often used to forecast call volumes, schedule shifts, and monitor performance.

What is the difference between Call Center Workforce vs Customer Service Representative?

AspectCall Center WorkforceCustomer Service Representative
CredentialsHigh school diploma or equivalent; training in call handlingHigh school diploma or equivalent; training in customer service skills
Work EnvironmentCall centers, remote or on-site, high-volume callsOffice or remote, direct interaction with customers
Industry UsageUsed broadly across industries for large-scale call handlingCustomer-facing roles in retail, telecom, finance, etc.
Search/Comparison IntentOften compared for workforce planning and staffingCompared for customer interaction roles

The Call Center Workforce encompasses a broad group of employees handling high-volume calls in call centers, often requiring specific training. Customer Service Representatives are a subset of this workforce, directly interacting with customers to resolve issues. While both roles require similar credentials and work environments, the Call Center Workforce refers to the larger group involved in call operations, whereas Customer Service Representatives focus on customer-facing tasks.

What are the key skills and qualifications needed to thrive as a Call Center Workforce professional, and why are they important?

To thrive as a Call Center Workforce professional, you need strong analytical abilities, scheduling expertise, and a background in workforce management or related fields, often supported by a relevant degree or certification. Proficiency with workforce management systems (such as NICE, Verint, or Genesys), forecasting tools, and Excel is typically required. Excellent communication, adaptability, and problem-solving skills are essential soft skills for coordinating with teams and responding to dynamic call center demands. These skills are vital to ensure efficient staffing, optimal service levels, and positive customer experiences in a fast-paced environment.

What are the main challenges faced by Call Center Workforce professionals, and how can they be overcome?

Call Center Workforce professionals often face challenges such as managing fluctuating call volumes, maintaining schedule adherence, and ensuring adequate staffing during peak periods. To overcome these issues, they rely on workforce management software, real-time data analysis, and close communication with team leads to adjust staffing plans quickly. Developing strong problem-solving and adaptability skills helps them respond proactively to unexpected changes, ensuring both customer satisfaction and efficient operations.
More about Call Center Workforce jobs
What cities are hiring for Call Center Workforce jobs? Cities with the most Call Center Workforce job openings:
What job categories do people searching Call Center Workforce jobs look for? The top searched job categories for Call Center Workforce jobs are:
Call Center Workforce jobs near you
Infographic showing various Call Center Workforce job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 76% Full Time, 17% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.
Call Center Operations Manager

Call Center Operations Manager

Integrated Resources INC

Ewing Township, NJ

Other

Posted 5 days ago

Job description

Company Description

Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

Job Description

Position: Call center Operations Manager 

Duration: Full-time + Benefits+ Bonus 

Location: Ewing, NJ 

Direct client: Immediate interview 

Monthly Expectations: 2 weeks in Ewing, 1 week in Newark, approximately 1 week in Chicago." (Travel expenses will be reimbursed)

Job Summary: This position will have direct accountability for the Call Center Workforce Management team. Manager will ensure that we provide high levels of service by leading the long term and short term staffing models and monitoring daily call center activities. This position is at the primary owner/liaison between call center operation and systems to ensure systems run effectively and that projects are implemented as expected. Another key focus for this position is to lead all call quality initiatives including the improvement of first contact resolution and repeat call rates. The position reports directly to the Senior Director of Shared Services.

Responsibilities:

Responsible for the management of 8-12 FTE's.

Ensure the most efficient/timely workforce coverage for call volumes applying queuing theory.

Forecast and Plan for call volumes and capacity models by type and team (internal and external partners).

Drive to achieve world class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution, Top Level Quality, etc.)

Lead the team on key telephony/customer service projects.

Lead operational support for key telephony system issues (like IVR, AVAYA, Verint).

Develop strategic planning for key corporate initiatives (like Healthcare Reform).

Develop daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership.

Develop telephony reporting processes that provide accurate and timely information and analysis.

Lead the call center quality improvement initiatives that include raising first contract resolution and lowering customer repeat call rate.

Education/Experience:

Requires a Bachelor's Degree from an accredited college or university.

Call Center Support Experience minimum of 5 years.

Leadership Experience minimum of 5 years.

Advanced Microsoft Excel Skills.

Healthcare Experience a plus.

Skills and Abilities:

Experience with Electronic Call Center Workforce Management Systems such as: 

o Avaya Centervue

o Avaya CMS

o Verint WFO Suite


Understanding Call Center Queuing Theory



Additional Information


  Thanks & Regards,

 Nagesh 

732-429-1641 





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About Integrated Resources

Sourced by ZipRecruiter

Integrated Resources Inc (IRI), based in Edison, NJ, US, is an esteemed player in the staffing solutions industry with a credible presence on their official website irionline.com. Notably, IRI provides a range of professional staffing services including contract, contract-to-hire, and direct hire solutions to a wide spectrum of industries such as healthcare, life sciences, manufacturing, financial, insurance, and others. Since its inception, IRI has been committed to delivering top-talent and optimum solutions to meet its clients' diverse needs.

Industry

Recruiting and staffing services

Company size

51 - 200 Employees

Headquarters location

Edison, NJ, US

Year founded

1996

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