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Call Center Workforce Analyst Jobs (NOW HIRING)

NextDeavor Inc.

Call Center Manager

Omaha, NE · Remote

$100K - $130K/yr

This is a Remote role supporting a distributed, multi-time-zone workforce. Here's How You'll Make ... Analyze performance data to identify trends and drive continuous improvement * Ensure compliance ...

Insurance Group

Be Seen First

Workforce Manager

Charlotte, NC · Remote

$98K - $112K/yr

The Workforce Manager is responsible for leading the Workforce Management (WFM) function for a fast ... Lead the Real-Time Analyst (RTA) team responsible for monitoring daily contact center performance.

Genpact

Call Center Analyst

Plano, TX · On-site

Risk Front Office Call Center Analyst Ready to shape the future of work? At Genpact, we don't just adapt to change--we drive it. AI and digital innovation are redefining industries, and we're leading ...

New

Collabera

Fraud Analyst (Call Center)

Phoenix, AZ

$18 - $22/hr

The Fraud Analyst II reviews customer accounts for the prevention and detection of possible Fraud ... Fraud and Call Center Exp * Tier II: Fraud and no Call Center or Call Center and no Fraud * Tier ...

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All JobsCall Center Workforce Analyst Jobs

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.

Workforce Analyst

Hendry County School Board

Labelle, FL

Full-time

Posted 3 days ago

New

Job description

JOB TITLE/ASSIGNMENT

Position:  Workforce Analyst 

Qualifications

  • High school diploma or G.E.D.
  • Demonstrates ability to use office machines, calculator, typewriter, etc.
  • Experience in a related work area.
  • Such alternatives to the above qualifications as the Board may find appropriate and acceptable.
  • Certified Test administrator/proctor Pearson GED/Parapro Exams

Job Goal

To ensure accurate and timely student registration, payroll processing, maintain employee records, and support GED and ParaProfessional testing procedures with in the Workforce Development and Adult Education departments.

Reports To

Director of Workforce Development & Adult Education 

RESPONSIBILITIES/DUTIES

  • Specialization in the area of payroll and test center procedures.
  • Performs work in the specialized area of Workforce Development as follows:

(A) Receives and computes all payrolls, making necessary payroll adjustments as  necessary with Workforce Development/Adult Education Employees

(B) Prepares reports and checks for proper agencies covering all deductions.

(C) Keeps records of employees' leaves and absences.

(D) Verifies all amounts before and after checks are machine processed.

(E) Operates and is able to prepare payroll checks with office machines used in Workforce Development

(F)  Updates Technology devices used in GED and ParaProfessional Testing Labs, including general maintenance

(G) Test administrator for GED and Paraprofessional Exams

(H)  Process all Purchase Orders from grant allocations for Workforce Development
(I)  Student registration and payments for Adult Educaiton programs 

  • Performs other tasks and responsibilities as assigned by the immediate supervisor, the

Superintendent, or the board.

PHYSICAL REQUIREMENTS

Light Work: Exerting up to 20 pounds of force occasionally and/or up to 10 pounds of force as frequently as needed to move objects.  Ability to actively perform work in classroom, office, and other business and community settings. Ability to move freely and perform duties in numerous locations throughout the day (typically involving frequent standing, walking, sitting, bending, and lifting). Exposure to noise and activity of a school setting. Exposure to weather conditions. Ability to travel outside the district for a variety of meetings and conferences. 

TERMS OF EMPLOYMENT

Calendar Months: 12 Month  

Salary Schedule: Administrative Support Pay Grade: Base

Salary and Benefits as determined and approved annually by Hendry County School Board.

EVALUATION

Performance of this job will be evaluated annually in accordance with School Board Policies for evaluation of administrative personnel. 

ADDITIONAL CONDITIONS

Conditions for continued employment if applicable: ____________________________________

______________________________________________________________________________

ACKNOWLEDGEMENT

This job description is intended to provide an overview of the requirements of the position. As such, it is not necessarily all inclusive, and the job may require other essential and/or non-essential functions, tasks, duties, or responsibilities not listed herein. The District reserves the sole right to add, modify, or exclude any essential or non-essential requirements at any time with or without notice. Nothing in this job description, nor the completion of any requirement of the job by the employee, is intended to create a contract of employment of any type. 

Employee Signature: ________________________________ Date: ______________________

Employee Printed Name: _________________________________



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