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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

Call Center Representative Primary duties include answering questions, resolving complaints, and ... Effective problem-solving to analyze a situation, identify core issue and find effective solution.

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 ...

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 ...

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 ...

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 ...

6AM City

Call Center Representative

Manhattan, NY

$21/hr

BCforward is currently seeking a highly motivated Call Center Representative - Pennington, NJ 08534 ... Strong analytical and problem-solving skills with attention to accuracy and compliance. Effective ...

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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 Aug 29, 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.

Remote Call Center Operations & Analytics Analyst

AAA

Manhattan, NY • Remote

$64K - $86K/yr

Full-time

This job post has expired today. Applications are no longer accepted.

AAA The Auto Club Group rating

7.4

Company rating: 7.4 out of 10

Based on 283 frontline employees who took The Breakroom Quiz

234th of 315 rated insurance

Job description

AAA is seeking a Call Center Operations Analyst for their Membership and Insurance Service Call Center. This remote position requires a dynamic individual who can work Tuesday to Saturday, 10:45 a.m. - 7:15 p.m. with mandatory Saturday shifts. The successful candidate will supervise databases, implement best practices, and enhance service delivery. Strong experience with Genesys Cloud and call center operations is required. The starting pay range is $64,500.00 – $86,100.00 with full benefits options available.

What AAA The Auto Club Group employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

American Automobile Association logo

About American Automobile Association

Sourced by ZipRecruiter

The American Automobile Association (AAA), headquartered in Heathrow, Florida, USA, is a reputable force in the automotive and insurance industry. Originating in 1902, it began as a coalition of motor clubs with the common goal of providing better roads and travel conditions for motorists. Today, AAA is a comprehensive, multifaceted organization that offers a range of services, including roadside assistance, auto repair services, travel agency services, and diverse insurance products - Auto, Home, Life and more. A significant principle for AAA is to continuously deliver value to their 61 million members through safety, security and peace of mind. The company's mission and core values focus on championing its members' rights and interests, advocating innovation, integrity, teamwork and respect.

Industry

Non-profits

Company size

10,000+ Employees

Headquarters location

Heathrow, FL, US

Year founded

1902

Social media

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