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 ...
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 ...
Director of Operations / Call Center Operations Role Overview: The NearU National Booking Center is ... Utilize workforce management and contact center tools to support forecasting, scheduling, and ...
Director of Operations / Call Center Operations Role Overview: The NearU National Booking Center is ... Utilize workforce management and contact center tools to support forecasting, scheduling, and ...
... center environment • Perform administrative duties within our ... workforce management software tool to support BPO partners • Forecast call volume, AHT and ...
... center environment • Perform administrative duties within our ... workforce management software tool to support BPO partners • Forecast call volume, AHT and ...
... center environment · Perform administrative duties within our ... workforce management software tool to support BPO partners · Forecast call volume, AHT and ...
... center environment · Perform administrative duties within our ... workforce management software tool to support BPO partners · Forecast call volume, AHT and ...
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 ...
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 ...
The purpose of this job is to manage the Workforce department responsible for forecasting ... Call center management: 2 years (Preferred) * Headcount reporting: 2 years (Preferred) * Microsoft ...
The purpose of this job is to manage the Workforce department responsible for forecasting ... Call center management: 2 years (Preferred) * Headcount reporting: 2 years (Preferred) * Microsoft ...
This position requires an in-depth knowledge of call center workforce management and network routing technologies. 4. Must possess knowledge of contact center staffing, call volume forecasting and ...
This position requires an in-depth knowledge of call center workforce management and network routing technologies. 4. Must possess knowledge of contact center staffing, call volume forecasting and ...
This position requires an in-depth knowledge of call center workforce management and network routing technologies. 4. Must possess knowledge of contact center staffing, call volume forecasting and ...
This position requires an in-depth knowledge of call center workforce management and network routing technologies. 4. Must possess knowledge of contact center staffing, call volume forecasting and ...
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 ...
Quick apply
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 ...
Job Type Full-time, Temporary Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This ...
Job Type Full-time, Temporary Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This ...
Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This role helps ensure the right ...
Description The Workforce Management Analyst supports contact center operations by assisting with scheduling, staffing coordination, and performance monitoring. This role helps ensure the right ...
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 ...
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 ...
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 ...
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 ...
Call Center Manager
Flint, MI · On-site
This role involves driving call center workflow to meet customer experience needs, utilizing strong call center system knowledge, and workforce management skills. ESSENTIAL DUTIES AND ...
Quick apply
Call Center Manager
Flint, MI · On-site
This role involves driving call center workflow to meet customer experience needs, utilizing strong call center system knowledge, and workforce management skills. ESSENTIAL DUTIES AND ...
Call Center Analyst
Nelsonville, OH · On-site
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 ...
Call Center Analyst
Nelsonville, OH · On-site
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 ...
At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster. * Expertise in various applications ...
At least 5 years call center Workforce Management experience, preferably multi-site or multi-client/brand in the capacity of WFM planner, Scheduler or Forecaster. * Expertise in various applications ...
Workforce & Contact Center Systems Manager
Glen Allen, VA · On-site
$60K - $75K/yr
Our contact center is the operational backbone of that mission, coordinating rides, supporting ... Key Responsibilities Workforce Planning & Capacity Management • Forecast call volume and workload ...
Quick apply
Workforce & Contact Center Systems Manager
Glen Allen, VA · On-site
$60K - $75K/yr
Our contact center is the operational backbone of that mission, coordinating rides, supporting ... Key Responsibilities Workforce Planning & Capacity Management • Forecast call volume and workload ...
Call Center Agent
$14 - $18.50/hr
... workforce management (WFM) schedules and performance expectations Provide professional ... of Call Center experience, specifically outbound calling Minimum 1 year of Customer Service ...
Quick apply
Call Center Agent
$14 - $18.50/hr
... workforce management (WFM) schedules and performance expectations Provide professional ... of Call Center experience, specifically outbound calling Minimum 1 year of Customer Service ...
Call Center Supervisor
San Diego, CA · On-site
The Call Center Supervisor manages a team of Membership Care/Customer Service Agents and Team Lead ... Minimum of three (3) years of experience in a call center workforce department * High attention to ...
Call Center Supervisor
San Diego, CA · On-site
The Call Center Supervisor manages a team of Membership Care/Customer Service Agents and Team Lead ... Minimum of three (3) years of experience in a call center workforce department * High attention to ...
Lead staffing forecasts, scheduling, and volume projections using the call center's workforce management tools. * Identify opportunities for continuous improvement, best practices, and revenue growth.
Lead staffing forecasts, scheduling, and volume projections using the call center's workforce management tools. * Identify opportunities for continuous improvement, best practices, and revenue growth.
Call Center Workforce Management information
See salary details
$10.82 - $12.11
1% of jobs
$12.11 - $13.40
4% of jobs
$13.40 - $14.69
9% of jobs
$15.79 is the 25th percentile. Wages below this are outliers.
$14.69 - $15.97
13% of jobs
$15.97 - $17.26
22% of jobs
The median wage is $17.36 / hr.
$17.26 - $18.55
22% of jobs
$19.02 is the 75th percentile. Wages above this are outliers.
$18.55 - $19.84
14% of jobs
$19.84 - $21.13
8% of jobs
$21.13 - $22.42
4% of jobs
$22.42 - $23.71
3% of jobs
$23.71 - $25
1% of jobs
$10
$17
$25
How much do call center workforce management jobs pay per hour?
As of May 31, 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.
More about Call Center Workforce Management jobs
- What are the key skills and qualifications needed to thrive in the Call Center Workforce Management position and why are they important?
- What are the typical daily responsibilities of a Call Center Workforce Management professional?
- What is a Call Center Workforce Management job?
- The 10 Top Types Of Call Center Workforce Management Jobs
What cities are hiring for Call Center Workforce Management jobs? Cities with the most Call Center Workforce Management job openings:
What states have the most Call Center Workforce Management jobs? States with the most job openings for Call Center Workforce Management jobs include:
What job categories do people searching Call Center Workforce Management jobs look for? The top searched job categories for Call Center Workforce Management jobs are:
- Call Center Workforce Management Analyst
- Freelance Insurance Call Center
- Flexible Insurance Call Center
- Night Shift Capital One Call Center
- International Call Center Representative
- Internship Remote French Speaking Call Center
- Remote Life Insurance Call Center
- Part Time Remote French Speaking Call Center
- Full Time Costco Call Center
- Work From Home Synchrony Financial Call Center
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
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