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

SPECTRUM

Call Center Representative

Flushing, NY · On-site

$20/hr

THIS POSITION IS 100% ONSITE (NOT HYBRID/REMOTE) IN A CALL CENTER ENVIRONMENT $20.00 per hour CLASS ... Grow Your Career Here We're committed to growing a workforce that reflects the customers and ...

Integrated Resources

eService Call Center Asscociate

Newark, NJ · On-site

$16.25 - $21/hr

eService Call Center Associate A Few Words About Us Integrated Resources, Inc is a premier staffing ... Investigative and analytical skills * Ability to multitask * Time management skills * Flexibility ...

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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 8, 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.

US_East | Call Centre Operator _L2

Indotronix International Corporation

NJ • On-site

Full-time

Posted 11 days ago

Job description

US_East | Call Centre Operator L2 - Job Summary
About the Role
Join a dynamic, fast-paced call center team as a Level 2 Call Centre Operator, where your strong communication skills and analytical mindset will be highly valued. Based in Illinois (US07, IL, 07003), you will handle diverse tasks, support customers, and ensure service excellence in a 24/7 environment. This role offers continuous learning and growth within a leading delivery excellence team.
Responsibilities
- Manage daily customer interactions via phone, written, and digital channels, ensuring timely and accurate task completion
- Meet or exceed productivity and quality targets, maintaining compliance with SLAs and audit requirements
- Utilize your analytical abilities to resolve inquiries and adapt to evolving processes and updates
- Follow established policies, procedures, and compliance standards to ensure high service quality
- Collaborate with team members and support collective goals in a dynamic work environment
- Seek and act on performance feedback to continuously improve service delivery
- Demonstrate flexibility by working various shifts, including nights, weekends, and holidays as required
Required Skills and Experience
- Prior experience in ITES, BPO, KPO, or Customer Service/Operations
- Excellent verbal and written communication in English
- Strong computer literacy and ability to multitask across multiple applications while assisting customers
- High attention to detail and accuracy in task execution
- Willingness to work in a 24/7 schedule and commit to company service agreements
- Team-oriented with a positive, can-do attitude and adaptability to change
Preferred Skills
- Exposure to business domain processes
- Strong numerical skills
- Experience in high-volume call center environments
Benefits
- Opportunities for career growth and advancement within the organization
- Skill development through feedback, training, and dynamic work scenarios
- Supportive team culture in a leading service delivery company
- Competitive compensation
How to Apply
Ready to advance your career in customer service excellence? Submit your application directly through our job portal. Bring your commitment and drive-join us and become a valued member of our high-performing call center team!
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About Indotronix

Sourced by ZipRecruiter

In 1986, Indotronix established itself in the staffing space. 22 years later, Avani entered the scene, offering consulting and technology development. Finally, in 2016, the two joined forces to begin delivering talent across all areas, from Staffing to Consulting to unique platform development.

Industry

Recruiting and staffing services

Company size

1,001 - 5,000 Employees

Headquarters location

Rochester, NY, US

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