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Call Center Workforce Analyst Jobs (NOW HIRING)

Leidos

Workforce Analyst

$52K - $94K/yr

The Workforce Analyst: * Manages and monitors call and chat queues to ensure operational efficiency ... Coordinates closely with Call Center Supervisors to align staff schedules with operational demands ...

Aspen Dental

Workforce Analyst

IL · On-site +1

$55K - $70K/yr

The Workforce Analyst will collaborate directly with the Workforce Manager to ensure service level ... Experience with workforce management tools and systems and their application in non-call-center ...

New

CreditOne

Workforce Analyst II - S2

Las Vegas, NV · On-site

Description Position Summary The Workforce Analyst II - S2 position supports the Customer Service ... Knowledge/proven experience driving call center metrics such as ASA, Service Level, and Abandon ...

Call Center Performance

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Human Resource Generalist/Recruiter

Houston, TX · Remote

$50K - $65K/yr

About the Role The HR Generalist will support all HR and Recruiting functions for a call center workforce, including recruiting operations, employee relations, performance management, compliance, and ...

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Call Center Workforce Analyst information

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$30K

$64.6K

$99K

How much do call center workforce analyst jobs pay per year?

As of Aug 7, 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?

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?

AspectCall Center Workforce AnalystCall Center Operations Specialist
Primary FocusAnalyzing staffing data, forecasting, schedulingManaging daily operations, process improvements
Required SkillsData analysis, forecasting, scheduling toolsOperational management, customer service
Work EnvironmentOffice-based, analytical settingOffice or call center environment
Common CertificationsWorkforce management certifications, ExcelCustomer 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:
Call Center Workforce Analyst jobs near you
Infographic showing various Call Center Workforce Analyst job openings in the United States as of August 2026, with employment types broken down into 2% As Needed, 79% Full Time, 17% Part Time, and 2% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $64,649 per year, or $31.1 per hour.

Patient Services Center Workforce Analyst

AltaMed

Anaheim, CA

$68K - $85K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 8 days ago

AltaMed rating

7.6

Company rating: 7.6 out of 10

Based on 37 frontline employees who took The Breakroom Quiz

189th of 887 rated healthcare providers

Job description

Grow Healthy

If you are as passionate about helping those in need as you are about growing your career, consider AltaMed. At AltaMed, your passion for helping others isn't just welcomed - it's nurtured, celebrated, and promoted, allowing you to grow while making a meaningful difference. We don't just serve our communities; we are an integral part of them. By raising the expectations of what a community clinic can deliver, we demonstrate our belief that quality care is for everyone. Our commitment to providing exceptional care, despite any challenges, goes beyond just a job; it's a calling that drives us forward every day.

Job Overview

The Workforce Analyst supplies the Patient Service Center (PSC) with data analytics, forecasting, queue management, and additional ACD technology support to optimize service levels and deliver on our first call resolution, access, and Net Promoter Score targets. The Workforce Analyst supports the efforts of our PSC by mining, extracting, and utilizing appropriate data to deliver daily, weekly, and monthly dashboards on all appropriate PSC metrics. The WF Analyst interacts with management and executives to plan, develop, and execute on PSC strategic initiatives. The Analyst provides clear communication on trends, recommendations, and root-cause analysis for the optimization of a busy contact center environment. This position has primary responsibility for the operation of our workforce management tool, configuring the setup, scheduling, analysis, and forecasting functions to ensure service level commitments are met.

Minimum Requirements

  • Bachelor's Degree or equivalent combination of education and work experience preferred.
  • A minimum of 3 years of progressive experience with analysis, identifying trends, business operations, or analytics in a Contact Center.

Compensation

$68,640.00 - $85,800.00 annually

Compensation Disclaimer

Actual salary offers are considered by various factors, including budget, experience, skills, education, licensure and certifications, and other business considerations. The range is subject to change. AltaMed is committed to ensuring a fair and competitive compensation package that reflects the candidate's value and the role's strategic importance within the organization. This role may also qualify for discretionary bonuses or incentives.

Benefits & Career Development

  • Medical, Dental and Vision insurance
  • 403(b) Retirement savings plans with employer matching contributions
  • Flexible Spending Accounts
  • Commuter Flexible Spending
  • Career Advancement & Development opportunities
  • Paid Time Off & Holidays
  • Paid CME Days
  • Malpractice insurance and tail coverage
  • Tuition Reimbursement Program
  • Corporate Employee Discounts
  • Employee Referral Bonus Program
  • Pet Care Insurance

Job Advertisement & Application Compliance Statement

AltaMed Health Services Corp. will consider qualified applicants with criminal history pursuant to the California Fair Chance Act and City of Los Angeles Fair Chance Ordinance for Employers. You do not need to disclose your criminal history or participate in a background check until a conditional job offer is made to you. After making a conditional offer and running a background check, if AltaMed Health Service Corp. is concerned about a conviction directly related to the job, you will be given a chance to explain the circumstances surrounding the conviction, provide mitigating evidence, or challenge the accuracy of the background report.

What AltaMed employees say

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About AltaMed Health Services

Sourced by ZipRecruiter

AltaMed Health Services, based in Los Angeles, CA, US, is a leading provider in the healthcare industry. Founded in 1969 as the East LA Barrio Free Clinic, the organization provides high-quality health and human services to the underserved and uninsured communities in Southern California. AltaMed offers a broad range of services including medical care, senior care, dental services, HIV care, pharmacy services, and health education. The company's mission is to eliminate disparities in healthcare access and outcomes by providing superior quality health and human services through an integrated world-class delivery system. AltaMed has also made notable achievements, including becoming the nation's largest federally qualified community health center (FQHC) and being named a leader in healthcare equality by the Human Rights Campaign for several consecutive years.

Industry

Fitness and sports centers

Company size

1,001 - 5,000 Employees

Headquarters location

Los Angeles, CA, US

Year founded

1969

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