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Call Center Workforce Analyst Jobs in New York (NOW HIRING)

Broadridge

Manager, Call Center

Edgewood, NY

Analyze call center data and develop reporting to drive operational insights and performance improvements. * Lead forecasting and workforce planning efforts to ensure operational efficiency and cost ...

Network Temp Inc

Call Center Representative

Bronx, NY · On-site

$28 - $29/hr

Effective problem-solving to analyze a situation, identify core issue and find effective solution. ANSWER PHONES, SCHEDULE APPOINTMENTS, BI-LINGUAL, CUSTOMER INQUIRIES, CALL CENTER REPRESENTATIVE ...

Talkishco

Call Center Agent

Jersey City, NJ

Call Center Agent Location: Jersey City, NJ Employment Type: Full-Time Reports To: Call Center ... Identify customer needs and clarify information by conducting thorough problem analysis. * Offer ...

Q1 Technologies

Call Center Operations

Raritan, NJ · On-site

Call Center Operations Location: Raritan, NJ (Onsite) Job Type: Contract * Contact Center ... Identify issues to focus root cause analysis and continuous improvement efforts * Facilitate vendor ...

Walter Danley

Call Center Manager (On-Site)

Monroe, NJ · On-site

$70K - $100K/yr

This onsite role provides coaching, performance management, workforce oversight, and escalated ... Generate and analyze daily, weekly, and monthly operational reports. * Track and communicate key ...

Walter Danley

Call Center Manager (On-Site)

Monroe, NJ · On-site

$100K/yr

This onsite role provides coaching, performance management, workforce oversight, and escalated ... Generate and analyze daily, weekly, and monthly operational reports. * Track and communicate key ...

Ned's Home

Be Seen First

Call Center Sales Supervisor

Fairfield, NJ · On-site

$70K - $80K/yr

Analyze performance data to identify trends and improvement opportunities * Implement strategies to ... Strong knowledge of call center operations, sales, and customer service best practices * Proven ...

Walter Danley

Call Center Manager (On-Site)

Monroe, NJ · On-site

This onsite role provides coaching, performance management, workforce oversight, and escalated ... Generate and analyze daily, weekly, and monthly operational reports. * Track and communicate key ...

City of New York

Call Center Manager

Manhattan, NY · Hybrid

... Analytics team to determine case assignment priorities for best case resolution, and for the ... a diverse workforce and providing a work environment that is free from discrimination and ...

City of New York

Call Center Manager

Manhattan, NY · On-site

$100K - $125K/yr

... Analytics team to determine case assignment priorities for best case resolution, and for the ... a diverse workforce and providing a work environment that is free from discrimination and ...

LIPAPRD

Manager Call Center Operations

Melville, NY · On-site

The Call Center Manager will collaborate with other teams to ensure proper staffing, budget ... Familiarity with NICE Voice Recording, Analytics, and Workforce Management, IVR; Customer Outage ...

City of New York

Call Center Manager

Manhattan, NY · Hybrid

... Analytics team to determine case assignment priorities for best case resolution, and for the ... a diverse workforce and providing a work environment that is free from discrimination and ...

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All JobsCall Center Workforce Analyst JobsCall Center Workforce Analyst Jobs in New York

Call Center Workforce Analyst information

See New York salary details

$32.8K

$70.7K

$108.3K

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

As of Sep 7, 2026, the average yearly pay for call center workforce analyst in New York is $70,728.00, according to ZipRecruiter salary data. Most workers in this role earn between $49,200.00 and $90,800.00 per year, depending on experience, location, and employer.

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 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.

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 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.

What are popular job titles related to Call Center Workforce Analyst jobs in New York?

For Call Center Workforce Analyst jobs in New York, the most frequently searched job titles are:

What job categories do people searching Call Center Workforce Analyst jobs in New York look for?

The top searched job categories for Call Center Workforce Analyst jobs in New York are:

Call Center Workforce Analyst jobs near you
Infographic showing various Call Center Workforce Analyst job openings in New York as of August 2026, with employment types broken down into 2% As Needed, 80% Full Time, 16% Part Time, and 2% Contract. Highlights an 90% Physical, 1% Hybrid, and 9% Remote job distribution, with an average salary of $70,728 per year, or $34 per hour.

Manager, Call Center

Broadridge Financial Solutions, Inc.

Edgewood, NY • On-site

Full-time

Re-posted 29 days ago

Broadridge rating

6.7

Company rating: 6.7 out of 10

Based on 34 frontline employees who took The Breakroom Quiz

139th of 154 rated financial services

Job description

At Broadridge, we've built a culture where the highest goal is to empower others to accomplish more. If you're passionate about developing your career, while helping others along the way, come join the Broadridge team.
This role is responsible for operational performance, vendor oversight, regulatory alignment, workforce planning, and continuous improvement initiatives.
The ideal candidate will combine strong operational leadership with data-driven decision-making, a focus on client experience, and a deep
understanding of service delivery within a regulated financial services environment. This individual will partner closely with senior leadership
to enhance performance, optimize processes, and support strategic initiatives.
  • Lead and oversee the performance of the call center operations, ensuring service levels, quality standards, and KPIs are consistently met.
  • Provide direct oversight of third-party call center vendors, ensuring contractual goals and performance objectives are achieved.
  • Manage call center-client interactions, including performance feedback, calibration sessions, and continuous improvement efforts.
  • Respond to and resolve complex internal and external inquiries, including escalations.
  • Serve as a subject matter expert on Transfer Agency policies, procedures, and regulatory requirements.
  • Partner with internal stakeholders to anticipate volume fluctuations resulting from mailings, corporate actions, or other
  • shareholder communications and proactively plan staffing needs.
  • Oversee Quality Assurance and Training programs, including curriculum development, coaching, and ongoing performance management.
  • Analyze call center data and develop reporting to drive operational insights and performance improvements.
  • Lead forecasting and workforce planning efforts to ensure operational efficiency and cost discipline.
  • Manage special projects and strategic initiatives impacting service delivery.
  • Participate in operational governance meetings and recommend process improvements to enhance service and reduce risk.

Salary range $90,000.00- $100,000.00. Bonus Eligible.
Broadridge considers various factors when evaluating a candidate's final salary including, but not limited to, relevant experience, skills, and education.
Please visit www.broadridgebenefits.com for more information on our comprehensive benefit offerings.
#LI-CM
We are dedicated to fostering a collaborative, engaging, and inclusive environment and are committed to providing a workplace that empowers associates to be authentic and bring their best to work. We believe that associates do their best when they feel safe, understood, and valued, and we work diligently and collaboratively to ensure Broadridge is a company-and ultimately a community-that recognizes and celebrates everyone's unique perspective.
Use of AI in Hiring
As part of the recruiting process, Broadridge may use technology, including artificial intelligence (AI)-based tools, to help review and evaluate applications. These tools are used only to support our recruiters and hiring managers, and all employment decisions include human review to ensure fairness, accuracy, and compliance with applicable laws. Please note that honesty and transparency are critical to our hiring process. Any attempt to falsify, misrepresent, or disguise information in an application, resume, assessment, or interview will result in disqualification from consideration.
US applicants: Click here to view the EEOC "Know Your Rights" poster.
Disability Assistance
We recognize that ensuring our long-term success means creating an environment where everyone is welcome, where everyone's strengths are valued, and where everyone can perform at their best. Broadridge provides equal employment opportunities to all associates and applicants for employment without regard to race, color, religion, sex (including sexual orientation, gender identity or expression, and pregnancy), marital status, national origin, ethnic origin, age, disability, genetic information, military or veteran status, and other protected characteristics protected by applicable federal, state, or local laws.
If you need assistance or would like to request reasonable accommodations during the application and/or hiring process, please contact us at 888-237-7769 or by sending an email to BRcareers@broadridge.com.

What Broadridge employees say

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Benefits

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About Broadridge

Sourced by ZipRecruiter

Broadridge, a global Fintech leader with more than $6 billion in revenues, provides the critical infrastructure that powers investing, corporate governance and communications to enable better financial lives. We deliver technology-driven solutions that drive digital transformation for our clients and help them get ahead of today’s challenges to capitalize on what’s next. For nearly six decades, we’ve been providing the critical infrastructure that powers corporate governance, capital markets and wealth and investment management. Our industry-specific technology, solutions and data and intelligence power business transformation – helping you get ahead of today’s challenges while preparing for what’s next.

Industry

Finance and insurance

Company size

10,000+ Employees

Headquarters location

New Hyde Park, NY, US

Year founded

1962

Social media

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