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Call Center Workforce Analyst Jobs (NOW HIRING)

The AES Corporation

Workforce Analyst

Dayton, OH · On-site

Job Summary The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard ...

Pavlov Media Inc

Call Center Lead, FTTP

Champaign, IL · On-site

$45K - $85K/yr

Analyze call center metrics and generate reports for leadership. * Coordinate with call center workforce management to ensure staffing supports data-based needs * Champion a culture of accountability ...

Hired by Matrix

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Workforce Member Informatics Analyst

Altamonte Springs, FL · On-site

$28/hr

Knowledge of Call Center management best practices. Required * Strong functional analytical skills ... Improves workforce management effectiveness by scheduling, budgeting and forecasting. * Implements ...

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NextDeavor Inc.

Call Center Manager

Omaha, NE · On-site

$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 ...

RxBenefits

Senior Workforce Analyst

Washington, DC · On-site

$99K - $131K/yr

This individual will sit at the center of workforce strategy to translate business demand, pipeline ... Strong, demonstratable analytical skills with the ability to translate complex inputs into ...

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Call Center Workforce Analyst information

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$64.6K

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

As of Jun 6, 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, and why are they important?

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 May 2026, with employment types broken down into 77% Full Time, 20% Part Time, and 3% Contract. Highlights an 80% Physical, 8% Hybrid, and 12% Remote job distribution, with an average salary of $64,649 per year, or $31.1 per hour.
Workforce Analyst

Workforce Analyst

The AES Corporation

Indianapolis, IN • On-site

Full-time

Posted 18 days ago

AES Corporation rating

7.4

Company rating: 7.4 out of 10

Based on 36 frontline employees who took The Breakroom Quiz

35th of 50 rated energy and utility

Job description

Are you ready to be part of a company that's not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that's leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you're joining a company that values its people just as much as its groundbreaking ideas.
AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement's goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.
If you're ready to be part of a company that's not just adapting to change, but driving it, AES is the place for you. We're not just building a cleaner, more sustainable future - we're powering it. Apply now and energize your career with a true leader in the global energy transformation.
Job Summary
The Workforce Analyst is responsible for optimizing contact center performance through workforce management practices including scheduling, real-time adherence monitoring, timecard administration, and operational reporting. This role serves as a critical link between Customer Operations, leadership, and support teams to ensure service level goals are consistently achieved while maintaining accuracy, efficiency, and cost control.
The ideal candidate is detail-oriented, analytical, and collaborative, with the ability to adapt in a fast-paced environment and a proactive, solutions-focused mindset.
Key Responsibilities
Workforce Management & Scheduling
  • Develop, maintain, and publish agent schedules in Genesys Cloud aligned to predicted interaction volumes and service level targets
  • Manage shift bids, schedule rotations, time-off requests, and shift trades
  • Ensure appropriate staffing coverage across all intervals, including after-hours and special events
  • Partner with forecasting and operational leadership to align staffing plans with business needs

Real-Time Adherence & Intraday Management
  • Monitor real-time adherence (RTA) and agent activity within Genesys Cloud
  • Identify and address out-of-adherence behaviors in partnership with supervisors
  • Educate and influence contact center leaders to support execution of intraday adjustments (e.g., resource reallocation, schedule changes)
  • Support achievement of key performance indicators including Service Level, ASA, and Abandon Rate

Timecard & Attendance Administration
  • Resolve timekeeping discrepancies including missed punches, meal adjustments, and overtime
  • Track attendance, tardiness, and leave balances; ensure proper documentation and policy adherence
  • Process historical edits and ensure alignment with payroll processes
  • Serve as a subject matter resource for employee and leader timekeeping inquiries

Reporting & Analytics
  • Develop and maintain reports and dashboards on staffing, adherence, and performance trends
  • Analyze workforce data to identify opportunities to improve efficiency and reduce overtime
  • Proactively deliver actionable insights and recommendations to leadership
  • Support KPI tracking including adherence, occupancy, shrinkage, and service metrics

Cross-Functional Collaboration
  • Partner with Customer Care, Workforce Management, HR, and Payroll teams to ensure operational alignment
  • Communicate staffing risks, trends, and recommendations clearly and proactively
  • Support system enhancements, process improvements, and workforce initiatives
  • Collaborate across business units to drive consistency in workforce practices

Operational Support
  • Maintain timely response to real-time staffing needs via email, Teams, and attendance lines
  • Support implementation and optimization of workforce tools, including Genesys Cloud
  • Perform additional duties and special projects as assigned

Required Qualifications
  • Bachelor's degree in Business, Statistics, HR, or related field preferred; equivalent experience considered.
  • 2+ years of workforce management or contact center operations experience
  • Experience with Genesys Cloud or similar WFM platforms (e.g., Verint, NICE, Kronos)
  • Strong proficiency in Microsoft Excel and data analysis
  • High attention to detail with the ability to manage sensitive and confidential information
  • Ability to prioritize, multitask, and meet deadlines in a dynamic environment

Preferred Skills
  • Experience with timekeeping systems (Oracle, Kronos, or similar)
  • Knowledge of contact center KPIs (ASA, Service Level, AHT, Adherence, Shrinkage)
  • Strong analytical and problem-solving skills
  • Excellent verbal and written communication skills
  • Ability to influence without direct authority and work effectively across teams

Key Competencies
  • Data-driven decision making and analytical thinking
  • Ownership and accountability for workforce processes
  • Adaptability in a fast-changing operational environment
  • Strong cross-functional collaboration and communication
  • Positive attitude with a willingness to take on additional responsibilities

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.

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