ZipRecruiter

Log In

1

Call Center Workforce Analyst Jobs (NOW HIRING)

A-Star Heat & Air

Be Seen First

Call Center Manager

Dallas, TX · On-site

$55K - $65K/yr

Call Quality Scores * Analyze performance data and prepare reports * Develop action plans to ... Workforce management and scheduling experience * Microsoft Office proficiency * Performance ...

New

Verida Inc

Call Center Supervisor - WI

Villa Rica, GA · On-site

Oversees daily team performance, coaching, workforce utilization, employee development, and ... Partner with the Call Center Manager to analyze call volume, workload trends, and operational ...

Global Electronic Services

Be Seen First

Call Center Manager

Buford, GA · On-site

$65K - $75K/yr

Own performance metrics by analyzing KPIs, improving productivity, and delivering exceptional ... workforce management and quality assurance best practices. Why Join GES? When you join Global ...

Global Electronic Services

Be Seen First

Call Center Manager

Buford, GA · On-site

$65K - $75K/yr

Own performance metrics by analyzing KPIs, improving productivity, and delivering exceptional ... workforce management and quality assurance best practices. Why Join GES? When you join Global ...

Prism Vision Group

Call Center Supervisor

Spokane, WA · On-site

$30 - $53/hr

The ideal candidate is an experienced healthcare leader with strong operational, analytical ... workforce coverage needs. * Conduct onboarding and training for new call center team members.

ASPEN OF DC INC

Call Center Manager

Washington, DC · On-site

$43.27/hr

... time workforce management, and the strategic use of human and automated resources to achieve ... analysis of problems providing input for future process improvements. · Approves schedules ...

ASPEN OF DC INC

Call Center Manager

Washington, DC · On-site

$43.27/hr

... time workforce management, and the strategic use of human and automated resources to achieve ... analysis of problems providing input for future process improvements. • Approves schedules ...

Global Channel Management

Call Center

Helena, MT · On-site

$15.25 - $19/hr

Call Center Helena, MT, United States $ 14.00 - 15.00 (US Dollar) Call center needs 1 year medical ... Ability to communicate clearly and confidently Ability to multi-task Ability to analyze new ...

Malone

Call Center Representative

Jeffersontown, KY · On-site

$19/hr

To Apply for this Job Click Here Job ID: 871114 Malone Workforce Solutions is hiring an Inbound Call Center Representative for a client located off Blankenbaker Parkway in Louisville, KY. Inbound ...

previous page

Showing results 41-60

All JobsCall Center Workforce Analyst Jobs

Call Center Workforce Analyst information

See salary details

$30K

$64.6K

$99K

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

As of Aug 8, 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 Support Analyst and RTA

Unifin, Inc

Niles, IL

Full-time

Posted 14 days ago

Job description

About the Company

Unifin Inc is a BPO company with multiple operations in North America, Latin America, and Asia Pacific Region. We are looking for an extraordinary talent who will be part of our unique and diverse team. Are you passionate about company where opportunities are unlimited? Do you love taking challenges and making your brilliant ideas into reality? **

Be one of us, and be part of our success story!

Your Role

The Workforce Support Analyst assists with all aspects of workforce optimization, including real-time call monitoring, service-level reporting, call-volume trend analysis, and scheduling team members based on required interval headcount. This role supports schedule creation and optimization within the workforce management tool and helps ensure delivery of organizational goals.

Key Responsibilities

  • Monitor real-time queue performance and workforce metrics to ensure service level, response time, and productivity targets are achieved.

  • Perform real-time monitoring of call volumes, staffing levels, schedule adherence, and agent availability, recommending staffing adjustments as needed.

  • Prepare and distribute workforce performance reports, including service level, occupancy, shrinkage, adherence, and call volume trends.

  • Analyze historical and intraday data to identify trends and provide recommendations for workforce optimization.

  • Create, maintain, and optimize employee schedules within the Workforce Management (WFM) system to meet operational requirements.

  • Process schedule-related requests, including shift changes, time-off requests, overtime, and schedule adjustments while maintaining staffing requirements.

  • Collaborate with Operations, Team Leaders, and other support teams to communicate staffing concerns and implement action plans.

  • Support forecasting and capacity planning activities by providing accurate workforce data and analysis.

  • Ensure workforce management data is accurate, complete, and up to date within WFM tools.

  • Assist in identifying opportunities to improve workforce processes, reporting, and scheduling efficiency.

  • Maintain compliance with company policies, workforce management guidelines, and service level agreements (SLAs).

About You

For you to become a successful candidate for this role:

    • Bachelor's degree in Business Administration, Information Technology, Mathematics, Statistics, or a related field, or equivalent work experience.

    • At least 2 years of experience in Workforce Management (Real-Time Analyst, Scheduler, Workforce Analyst, or similar role) in a contact center or BPO environment.

    • Basic understanding of workforce management principles, including forecasting, scheduling, real-time management, and reporting.

    • Experience using Workforce Management tools such as Verint, NICE IEX, Aspect, Calabrio, Genesys WFM, or similar platforms is preferred.

    • Proficient in Microsoft Excel, including formulas, pivot tables, charts, and data analysis.

    • Strong analytical and problem-solving skills with the ability to interpret workforce data and identify trends.

    • Excellent verbal and written communication skills with the ability to collaborate across multiple teams.

    • Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

    • High attention to detail and commitment to data accuracy.

    • Willing to work flexible schedules, including weekends, holidays, and rotating shifts, based on business needs.

At UNIFIN, we understand that our corporate success starts by attracting the right people, developing and mentoring those that show potential, and taking steps to retain and promote our top performers.

We believe in our employees and invest in providing the best growth opportunities. Promotions at UNIFIN are based on merit, past performance, and leadership potential. We recognize our top employees and help them succeed.

When you join UNIFIN, you do more than joining a company. You become part of a talented team and self-driven individuals dedicated to bringing success to the Company and their lives.

Do you think you fit all of this? Click the apply button now!

Employment Type: FULL_TIME

Apply