... Workforce Analyst - Contact Center (RTA). PLEASE NOTE: THIS IS A UNITED STATES BASED REMOTE ... call volume, AHT and Shrinkage at a monthly, daily and interval level Creates a positive work ...
... Workforce Analyst - Contact Center (RTA). PLEASE NOTE: THIS IS A UNITED STATES BASED REMOTE ... call volume, AHT and Shrinkage at a monthly, daily and interval level Creates a positive work ...
... Workforce Analyst - Contact Center (RTA). PLEASE NOTE: THIS IS A UNITED STATES BASED REMOTE ... Forecast call volume, AHT and Shrinkage at a monthly, daily and interval level • Creates a ...
... Workforce Analyst - Contact Center (RTA). PLEASE NOTE: THIS IS A UNITED STATES BASED REMOTE ... Forecast call volume, AHT and Shrinkage at a monthly, daily and interval level • Creates a ...
Workforce Analyst (Manager) - National Booking Center
Charlotte, NC · On-site
$60K - $100K/yr
Director of Operations / Call Center Operations Role Overview: The NearU National Booking Center is ... Analyze workforce performance data and recommend improvements to forecasts, schedules, and ...
Workforce Analyst (Manager) - National Booking Center
Charlotte, NC · On-site
$60K - $100K/yr
Director of Operations / Call Center Operations Role Overview: The NearU National Booking Center is ... Analyze workforce performance data and recommend improvements to forecasts, schedules, and ...
This position will have direct accountability for the Call Center Workforce Management team ... Develop telephony reporting processes that provide accurate and timely information and analysis.
This position will have direct accountability for the Call Center Workforce Management team ... Develop telephony reporting processes that provide accurate and timely information and analysis.
Workforce Analyst
Oakton, VA · On-site
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Workforce Analyst
Oakton, VA · On-site
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Workforce Analyst
Oakton, VA · On-site
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Workforce Analyst
Oakton, VA · On-site
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Workforce Analyst
Oakton, VA · Remote
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Quick apply
Workforce Analyst
Oakton, VA · Remote
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Workforce Analyst
Oakton, VA · On-site
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Workforce Analyst
Oakton, VA · On-site
$60K - $65K/yr
The Workforce Analyst supports the Crisis Services program by ensuring adequate staffing and ... In lieu of a Bachelor's, 2+ years of experience in a call center environment, with experience in ...
Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Analytical aptitude * Strong Excel skills * Excellent verbal and written communications skills
Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Analytical aptitude * Strong Excel skills * Excellent verbal and written communications skills
Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Analytical aptitude * Strong Excel skills * Excellent verbal and written communications ...
Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Analytical aptitude * Strong Excel skills * Excellent verbal and written communications ...
Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Analytical aptitude * Strong Excel skills * Excellent verbal and written communications skills
Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Analytical aptitude * Strong Excel skills * Excellent verbal and written communications skills
... workforce analyst to enhance their knowledge and workforce skills. Provide training guides as ... Service Center · Establish and maintain an incoming call forecast of (TBD% and meet those ...
Quick apply
... workforce analyst to enhance their knowledge and workforce skills. Provide training guides as ... Service Center · Establish and maintain an incoming call forecast of (TBD% and meet those ...
Workforce Analyst
Indianapolis, IN · On-site
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
Workforce Analyst
Indianapolis, IN · On-site
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
As a member of a centralized Workforce Management team, the Workforce Analyst I supports day-to-day ... Understanding of call center KPIs (service level, adherence, occupancy, AHT) AAA Northeast is proud ...
As a member of a centralized Workforce Management team, the Workforce Analyst I supports day-to-day ... Understanding of call center KPIs (service level, adherence, occupancy, AHT) AAA Northeast is proud ...
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
The Call Center Analyst will play a key role in supporting our customer service operations by ... This role ensures that our customer care team has the tools, AI capabilities, workforce planning ...
The Call Center Analyst will play a key role in supporting our customer service operations by ... This role ensures that our customer care team has the tools, AI capabilities, workforce planning ...
The Call Center Analyst will play a key role in supporting our customer service operations by ... This role ensures that our customer care team has the tools, AI capabilities, workforce planning ...
The Call Center Analyst will play a key role in supporting our customer service operations by ... This role ensures that our customer care team has the tools, AI capabilities, workforce planning ...
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
Call Center Analyst
Nelsonville, OH · On-site
$50K/yr
The Call Center Analyst will play a key role in supporting our customer service operations by ... This role ensures that our customer care team has the tools, AI capabilities, workforce planning ...
Call Center Analyst
Nelsonville, OH · On-site
$50K/yr
The Call Center Analyst will play a key role in supporting our customer service operations by ... This role ensures that our customer care team has the tools, AI capabilities, workforce planning ...
Workforce Analyst
Dayton, OH · On-site
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
Workforce Analyst
Dayton, OH · On-site
Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...
Call Center Workforce Analyst information
See salary details
$30K - $36.3K
7% of jobs
$36.3K - $42.5K
13% of jobs
$43.6K is the 25th percentile. Wages below this are outliers.
$42.5K - $48.8K
28% of jobs
$48.8K - $55.1K
1% of jobs
The median wage is $56.3K / yr.
$55.1K - $61.4K
5% of jobs
$61.4K - $67.6K
1% of jobs
$67.6K - $73.9K
15% of jobs
$73.9K - $80.2K
4% of jobs
$80.5K is the 75th percentile. Wages above this are outliers.
$80.2K - $86.5K
11% of jobs
$86.5K - $92.7K
1% of jobs
$92.7K - $99K
14% of jobs
$30K
$64.6K
$99K
How much do call center workforce analyst jobs pay per year?
As of Jun 6, 2026, the average yearly pay for call center workforce analyst in the United States is $64,649.00, according to ZipRecruiter salary data. Most workers in this role earn between $45,000.00 and $83,000.00 per year, depending on experience, location, and employer.
How does a Call Center Workforce Analyst typically collaborate with other departments to optimize staffing and service levels?
A Call Center Workforce Analyst works closely with operations managers, team leaders, and HR to forecast call volumes, schedule staff, and adjust resources in real time. They regularly communicate with these teams to share data insights and recommend scheduling changes that improve service levels while controlling costs. Collaboration often involves participating in cross-departmental meetings to align staffing strategies with business goals, and providing actionable reports that help supervisors make informed decisions. This role is highly interactive, requiring both analytical skills and effective communication to ensure optimal performance across the call center.
What are the key skills and qualifications needed to thrive as a Call Center Workforce Analyst, and why are they important?
To thrive as a Call Center Workforce Analyst, you need strong analytical skills, proficiency in data analysis, forecasting, and an understanding of call center operations, typically supported by a bachelor’s degree in business, statistics, or a related field. Familiarity with workforce management (WFM) software such as NICE, Verint, or Aspect and advanced Excel skills are commonly required. Effective communication, attention to detail, and problem-solving abilities help analysts collaborate with teams and respond swiftly to changing call volume trends. These skills are crucial for optimizing staffing, maintaining service levels, and ensuring operational efficiency in dynamic call center environments.
What is a Call Center Workforce Analyst?
A Call Center Workforce Analyst is responsible for forecasting call volumes, scheduling staff, and analyzing operational data to ensure a call center runs efficiently. They use software and data analysis techniques to predict staffing needs and optimize resource allocation. Their main goal is to balance customer service levels with staffing costs, ensuring that the right number of agents are available to handle customer inquiries. They also track key performance metrics and provide insights to improve call center performance.
What is the difference between Call Center Workforce Analyst vs Call Center Operations Specialist?
| Aspect | Call Center Workforce Analyst | Call Center Operations Specialist |
|---|---|---|
| Primary Focus | Analyzing staffing data, forecasting, scheduling | Managing daily operations, process improvements |
| Required Skills | Data analysis, forecasting, scheduling tools | Operational management, customer service |
| Work Environment | Office-based, analytical setting | Office or call center environment |
| Common Certifications | Workforce management certifications, Excel | Customer service or operations certifications |
While both roles are vital in call centers, the Call Center Workforce Analyst primarily focuses on data analysis, forecasting, and scheduling to optimize staffing. In contrast, the Call Center Operations Specialist handles daily operations, process improvements, and customer service management. Understanding these differences helps employers and job seekers identify the right role based on skills and career goals.
More about Call Center Workforce Analyst jobs
What states have the most Call Center Workforce Analyst jobs? States with the most job openings for Call Center Workforce Analyst jobs include:
What job categories do people searching Call Center Workforce Analyst jobs look for? The top searched job categories for Call Center Workforce Analyst jobs are:
Full-time
Medical, Dental, Vision, Life, Retirement, PTO
This job post has expired today. Applications are no longer accepted.
Job description
DSI Systems Inc., an authorized AT&T Representative partner, has an immediate career opportunity for a motivated individual to fill one of our new roles as a Senior Workforce Analyst – Contact Center (RTA). PLEASE NOTE: THIS IS A UNITED STATES BASED REMOTE POSITION: United States only THE SHIFT FOR THIS ROLE IS 9:00AM–5:00PM CST, MONDAY–FRIDAY WITH POSSIBILITY OF SOME WEEKEND DAYS ON OCCASION About DSI DSI is a family-owned company that has been in business since 1984. We provide enhanced value that delivers results for our clients and partners, through sales management, marketing assistance, hardware logistic solutions, immersive training, engineering expertise, and proprietary software solutions.
We believe that relationships are the most important part of our business. Whether it's mobility, broadband, video, commercial, residential, Lodging & Institutions, Multi-Dwelling Units, or all; we are a one-stop solution to help sales partners uncover growth opportunities. Responsibilities Monitor real-time volume, AHT, staffing requirements in a multi-skill contact center environment Perform administrative duties within our workforce management software tool to support BPO partners Forecast call volume, AHT and Shrinkage at a monthly, daily and interval level Creates a positive work environment that fosters successful team performance Use workforce management software and call volume history to help manage intraday staffing levels Determine the most effective methods for needed intraday staffing adjustments Provides intraday real-time data analysis and reporting of the call center staff related to attendance and schedule adherence Establish and maintain communication channels with contact center/BPO vendors to ensure scheduling and resource requirements are met Act as cross-functional single point of contact for workforce management with Leadership and Operations teams regarding system-related issues that impact production Qualifications 4+ years working in a contact center workforce management environment required 3+ years' experience using NICE IEX workforce management software system required Prior experience forecasting call volume, AHT and shrinkage required Prior experience using scheduling functionality within a workforce management tool required Prior experience working with BPOs preferred Strong teamwork and collaboration skills Knowledge of contact centers and customer service operations Problem solving skills Incessant communication skills to keep vendors / operations / leadership updated on activities occurring in real time Benefits Medical, Dental, Vision, Disability, and Life insurance are available on the first day of the month following your first day of employment – no extended waiting period!
401k Plan with employer matching Paid vacation, personal/sick days, and bereavement time Employee Profit Sharing Program 50% AT&T wireless discount Paid training Advancement opportunities, we prefer to promote from within! #J-18808-Ljbffr