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Call Center Workforce Management Jobs (NOW HIRING)

Pavlov Media Inc

Call Center Lead, FTTP

Champaign, IL · On-site

$45K - $85K/yr

Coordinate with call center workforce management to ensure staffing supports data-based needs * Champion a culture of accountability, empathy, and continuous improvement. Required Qualifications ...

Texas Dow Employees Credit Union

Two to three years of experience with call center workforce management, including Workforce Planning, Call Volume Forecasting, Scheduling and Reporting of call center metrics. Knowledge, Skills, and ...

NextDeavor Inc.

Call Center Manager

Omaha, NE · On-site

$100K - $130K/yr

Call Center Manager Full-time Omaha, NE, US Exclusive confidential search -- details shared with ... Oversee scheduling, staffing, and productivity using workforce management tools * Implement virtual ...

Hocking College

Call Center Analyst

Lancaster, OH · Remote

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Manage workforce management functions, including forecasting, scheduling, and adherence monitoring ...

Hocking College

Call Center Analyst

Charleston, WV · Remote

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Manage workforce management functions, including forecasting, scheduling, and adherence monitoring ...

Rocky Brands, Inc.

Call Center Analyst

OH · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Manage workforce management functions, including forecasting, scheduling, and adherence monitoring ...

Rocky Brands, Inc.

Call Center Analyst

Charleston, WV · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Manage workforce management functions, including forecasting, scheduling, and adherence monitoring ...

Rocky Brands, Inc.

Call Center Analyst

Grove City, OH · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Manage workforce management functions, including forecasting, scheduling, and adherence monitoring ...

Rocky Brands, Inc.

Call Center Analyst

Lancaster, OH · Remote

The Call Center Analyst will play a key role in supporting our customer service operations by ... Manage workforce management functions, including forecasting, scheduling, and adherence monitoring ...

Hocking College

Call Center Analyst

Grove City, OH · Remote

$50K/yr

The Call Center Analyst will play a key role in supporting our customer service operations by ... Manage workforce management functions, including forecasting, scheduling, and adherence monitoring ...

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How much do call center workforce management jobs pay per hour?

As of Jun 21, 2026, the average hourly pay for call center workforce management in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is a Call Center Workforce Management job?

A Call Center Workforce Management (WFM) job involves forecasting call volumes, scheduling agents, and optimizing staffing to ensure efficiency and service level goals are met. WFM professionals analyze historical data, monitor real-time metrics, and adjust schedules to balance workload demands. They also use workforce management software to track productivity and improve customer experience. Their role is crucial in minimizing costs while maintaining high service quality in a call center environment.

What are the key skills and qualifications needed to thrive in the Call Center Workforce Management position, and why are they important?

To thrive in Call Center Workforce Management, you need strong analytical skills, expertise in forecasting and scheduling, and experience in operational optimization, usually supported by a degree in business, statistics, or a related field. Familiarity with workforce management software (such as NICE, Verint, or Genesys), advanced Excel skills, and understanding of call routing systems are highly valued, and relevant certifications can be advantageous. Excellent problem-solving, communication, and adaptability help professionals effectively balance staffing needs with business goals and respond to rapidly changing demands. These skills are essential to ensure optimal call center performance, cost control, and high levels of customer and employee satisfaction.

What are the typical daily responsibilities of a Call Center Workforce Management professional?

A Call Center Workforce Management professional is responsible for forecasting call volumes, creating and adjusting staff schedules, and monitoring real-time queues to ensure adequate coverage throughout the day. They regularly analyze key performance metrics, coordinate with call center team leads to address staffing gaps, and adjust plans in response to unexpected changes like high call spikes or employee absences. Daily tasks may also include producing reports, communicating with management about service level achievements, and supporting continuous improvement projects. This role is collaborative, requiring close work with both operations and HR teams to achieve service, efficiency, and employee satisfaction targets.

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Call Center Workforce Management jobs near you
Call Center Operations Manager

Call Center Operations Manager

Integrated Resources INC

Ewing Township, NJ • On-site

Other

Posted 29 days ago

Job description

Company Description

Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

Job Description

Position: Call center Operations Manager 

Duration: Full-time + Benefits+ Bonus 

Location: Ewing, NJ 

Direct client: Immediate interview 

Monthly Expectations: 2 weeks in Ewing, 1 week in Newark, approximately 1 week in Chicago." (Travel expenses will be reimbursed)

Job Summary: This position will have direct accountability for the Call Center Workforce Management team. Manager will ensure that we provide high levels of service by leading the long term and short term staffing models and monitoring daily call center activities. This position is at the primary owner/liaison between call center operation and systems to ensure systems run effectively and that projects are implemented as expected. Another key focus for this position is to lead all call quality initiatives including the improvement of first contact resolution and repeat call rates. The position reports directly to the Senior Director of Shared Services.

Responsibilities:

Responsible for the management of 8-12 FTE's.

Ensure the most efficient/timely workforce coverage for call volumes applying queuing theory.

Forecast and Plan for call volumes and capacity models by type and team (internal and external partners).

Drive to achieve world class call metrics (Average Speed of Answer, Average Handle Time, First Call Resolution, Top Level Quality, etc.)

Lead the team on key telephony/customer service projects.

Lead operational support for key telephony system issues (like IVR, AVAYA, Verint).

Develop strategic planning for key corporate initiatives (like Healthcare Reform).

Develop daily, weekly and monthly call reports that are utilized by front line agents up through senior leadership.

Develop telephony reporting processes that provide accurate and timely information and analysis.

Lead the call center quality improvement initiatives that include raising first contract resolution and lowering customer repeat call rate.

Education/Experience:

Requires a Bachelor's Degree from an accredited college or university.

Call Center Support Experience minimum of 5 years.

Leadership Experience minimum of 5 years.

Advanced Microsoft Excel Skills.

Healthcare Experience a plus.

Skills and Abilities:

Experience with Electronic Call Center Workforce Management Systems such as: 

o Avaya Centervue

o Avaya CMS

o Verint WFO Suite


Understanding Call Center Queuing Theory



Additional Information


  Thanks & Regards,

 Nagesh 

732-429-1641 





Integrated Resources logo

About Integrated Resources

Sourced by ZipRecruiter

Integrated Resources Inc (IRI), based in Edison, NJ, US, is an esteemed player in the staffing solutions industry with a credible presence on their official website irionline.com. Notably, IRI provides a range of professional staffing services including contract, contract-to-hire, and direct hire solutions to a wide spectrum of industries such as healthcare, life sciences, manufacturing, financial, insurance, and others. Since its inception, IRI has been committed to delivering top-talent and optimum solutions to meet its clients' diverse needs.

Industry

Recruiting and staffing services

Company size

51 - 200 Employees

Headquarters location

Edison, NJ, US

Year founded

1996

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