ZipRecruiter

Log In

1

Call Center Workforce Management Analyst Jobs (NOW HIRING)

Ampcus Inc

Workforce Management Analyst

The role involves monitoring and analyzing call volume and traffic flow to ensure service level ... center performance and workload. • 10% Communicates necessary adjustments to staffing based on ...

Questx

Workforce Management Analyst

Boca Raton, FL · On-site

Monitor real-time intraday performance, including call volumes, queues, and agent adherence ... analytics, or contact center support roles. * Hands-on experience with Workforce Management ...

Texas Dow Employees Credit Union

Analyst - Workforce Reporting Manager Title: Manager - Contact Center Operations FLSA Status: Non ... Two to three years of experience with call center workforce management, including Workforce ...

next page

Showing results 1-20

All JobsCall Center Workforce Management Analyst Jobs

Call Center Workforce Management Analyst information

See salary details

$30K

$64.6K

$99K

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

As of Jun 29, 2026, the average yearly pay for call center workforce management 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 Management Analyst typically collaborate with operations and team leaders to optimize staffing efficiency?

A Call Center Workforce Management Analyst works closely with operations managers and team leaders to forecast call volumes, monitor real-time adherence, and develop schedules that align staffing with demand. This collaboration often involves regular meetings to review performance metrics, discuss upcoming campaigns or changes, and quickly adjust schedules to address unexpected fluctuations. By maintaining open communication, analysts ensure that service levels are met while also supporting employee satisfaction and minimizing overtime.

What is the difference between Call Center Workforce Management Analyst vs Call Center Operations Analyst?

AspectCall Center Workforce Management AnalystCall Center Operations Analyst
Primary FocusForecasting, scheduling, and staffing optimizationAnalyzing operational processes and performance
Required SkillsData analysis, forecasting, scheduling toolsProcess improvement, performance metrics
Work EnvironmentCall centers, customer service settingsCall centers, operations departments
Common CertificationsWorkforce management software certificationsBusiness analysis or operations certifications

While both roles support call center efficiency, the Call Center Workforce Management Analyst primarily focuses on staffing and scheduling to ensure optimal coverage. In contrast, the Call Center Operations Analyst concentrates on overall operational performance and process improvements. Understanding these differences helps organizations assign the right responsibilities and candidates for each role.

What are the key skills and qualifications needed to thrive as a Call Center Workforce Management Analyst, and why are they important?

To thrive as a Call Center Workforce Management Analyst, you need strong analytical skills, proficiency in forecasting, scheduling, and real-time monitoring, often supported by a degree in business, statistics, or a related field. Familiarity with workforce management software such as NICE IEX, Verint, or Genesys, and advanced knowledge of Excel or similar data analysis tools is typically required. Attention to detail, problem-solving abilities, and effective communication are crucial soft skills for collaborating with operations teams and adapting to dynamic call center environments. These skills ensure optimal staffing levels, efficient operations, and high customer satisfaction in a fast-paced setting.

What are Call Center Workforce Management Analysts?

Call Center Workforce Management Analysts are professionals responsible for forecasting call volumes, scheduling staff, and optimizing resources to ensure efficient call center operations. They analyze historical data, monitor real-time activity, and adjust staffing plans to meet service level goals while controlling costs. Their work helps maintain high customer satisfaction by minimizing wait times and ensuring adequate coverage during peak periods.
More about Call Center Workforce Management Analyst jobs
What states have the most Call Center Workforce Management Analyst jobs? States with the most job openings for Call Center Workforce Management Analyst jobs include:
What job categories do people searching Call Center Workforce Management Analyst jobs look for? The top searched job categories for Call Center Workforce Management Analyst jobs are:
Call Center Workforce Management Analyst jobs near you
Infographic showing various Call Center Workforce Management Analyst job openings in the United States as of June 2026, with employment types broken down into 94% Full Time, 2% Part Time, and 4% 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 Management Manager, Sales Agent Contact Center (Hybrid)

Workforce Management Manager, Sales Agent Contact Center (Hybrid)

Globe Life Inc.

Mckinney, TX • On-site

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 3 days ago

Globe Life Insurance rating

7.6

Company rating: 7.6 out of 10

Based on 21 frontline employees who took The Breakroom Quiz

186th of 263 rated insurance

Job description

Job Description:
Workforce Management Manager, Sales Agent Contact Center (Hybrid) Primary Duties & Responsibilities At Globe Life, we are committed to empowering our employees with the support and opportunities they need to succeed at every stage of their career. We take pride in fostering a caring and innovative culture that enables us to collectively grow and overcome challenges in a connected, collaborative, and mutually respectful environment that calls us to help Make Tomorrow Better.
Role Overview:
Could you be our next Workforce Management Manager, Sales Agent Contact Center? Globe Life is looking for a Workforce Management Manager, Sales Agent Contact Center to join the team!
This role is responsible for leading the day-to-day workforce management operations of the Sales Agent Contact Center, a fast-paced live lead-transfer environment focused on driving insurance sales through inbound and outbound agent activity. This role oversees forecasting, scheduling, real-time queue management, and resource optimization to ensure the call center consistently meets service level agreements (SLAs) and sales performance targets. The Manager partners closely with Call Center leadership, Sales Supervisors, Training, and Quality Assurance to align staffing strategies with live lead volume, agent availability, and business objectives.
This is a hybrid position located in McKinney, Texas (WFH Monday & Friday, In Office Tuesday-Thursday).
What You Will Do:
  • Develop and maintain short and long-term call volume and lead transfer forecast models using historical data, active lead pipeline volume, seasonal trends, and statistical methods specific to the live lead transfer program.
  • Conduct regular analysis on forecast accuracy and continuously refine models to reflect changes in lead source volume, agent headcount, and sales campaign activity.
  • Translate forecast models into actionable staffing plans and communicate them to Call Center leadership.
  • Provide ad-hoc, weekly, monthly, and quarterly reporting on workforce metrics, lead volume trends, and staffing efficiency.
  • Oversee the scheduling of all call center agents, including off-phone activities such as training, coaching sessions, team meetings, and administrative duties, ensuring minimal impact to live lead coverage.
  • Monitor live lead queues, hold times, and agent availability in real time; make or recommend staffing adjustments to maintain SLA targets and maximize lead conversion opportunities.
  • Manage agent time-off requests and schedule exceptions, balancing agent needs with operational coverage requirements.
  • Utilize WFM platforms (e.g., NICE, Genesys, or equivalent) to optimize agent scheduling and real-time resource allocation.
  • Recruit, hire, and onboard WFM analysts and representatives as the team scales; establish clear role expectations and performance standards from day one.
  • Lead, coach, and develop direct reports through regular performance conversations, feedback, recognition, and corrective action as needed.
  • Write and deliver annual performance appraisals for all direct reports; monitor and address individual performance against established KPIs.
  • Foster a team culture of accountability, continuous improvement, and collaboration within the WFM function.
  • Partner with Call Center leadership, Sales Leaders, Training, and Quality Assurance to align workforce strategies with live lead program goals and agent performance expectations.
  • Present workforce analysis, forecast results, and staffing recommendations to Call Center management.
  • Lead or participate in cross-functional project teams involving workforce planning, technology upgrades, or operational improvements.
  • Communicate staffing impacts of new sales campaigns, lead source changes, or operational initiatives to relevant stakeholders proactively.

What You Can Bring:
  • Bachelor's degree in Business, Operations Management, Analytics, or related field; OR 5+ years of equivalent call center workforce management experience in lieu of degree.
  • At least 3-5 years of call center workforce management experience, with at least 1-2 years in a supervisory or lead capacity.
  • Strong working knowledge of WFM principles including forecasting, scheduling, real-time queue management, and shrinkage/adherence analysis.
  • Understanding of live lead transfer staffing dynamics, including the impact of lead volume variability on scheduling and queue management.
  • Experience with WFM platforms (e.g., Verint, NICE, Genesys, Community, Finesse, or equivalent) and ACD/telephone reporting tools.
  • Advanced Excel skills required; proficiency in Word and Outlook. Experience with Tableau or Power BI preferred.
  • Ability to translate call volume and performance data into actionable forecasts, staffing strategies, and real-time solutions.
  • Demonstrated ability to lead, motivate, and develop a team in a fast-paced, metrics-driven environment; experience building a WFM team from the ground up preferred.
  • Clear, concise written and verbal communication skills; ability to present data and recommendations to non-technical leadership.
  • Ability to build and maintain productive working relationships with Sales, Training, QA, IT, and HR teams.
  • Experience supporting a sales-focused or live lead transfer call center strongly preferred.
  • Life insurance or financial services industry experience a plus.
  • Ability to travel up to 15% as needed.
  • CWPP (Certified Workforce Planning Professional) or equivalent WFM certification preferred.

Applicable To All Employees of Globe Life Family of Companies:
  • Reliable and predictable attendance of your assigned shift.
  • Ability to work full time and/or part time based on the position specifications.

How Globe Life Will Support You:
Looking to continue your career in an environment that values your contribution and invests in your growth? We've curated a benefits package that helps to ensure that you don't just work, but thrive at Globe Life:
  • Competitive compensation designed to reflect your expertise and contribution.
  • Comprehensive health, dental, and vision insurance plans because your well-being is fundamental to your performance.
  • Robust life insurance benefits and retirement plans, including company-matched 401k and pension plan.
  • Paid holidays and time off to support a healthy work-life balance.
  • Parental leave to help our employees welcome their new additions.
  • Subsidized all-in-one subscriptions to support your fitness, mindfulness, nutrition, and sleep goals.
  • Company-paid counseling for assistance with mental health, stress management, and work-life balance.
  • Continued education reimbursement eligibility and company-paid FLMI and ICA courses to grow your career.
  • Discounted Texas Rangers tickets for a proud visit to Globe Life Field.

Opportunity awaits! Invest in your professional legacy, realize your path, and see the direct impact you can make in a workplace that celebrates and harnesses your unique talents and perspectives to their fullest potential. At Globe Life, your voice matters.

What Globe Life Insurance employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Globe Life logo

About Globe Life

Sourced by ZipRecruiter

Our Actions Today have a lasting impact on Tomorrow. Therefore, We aim to inspire everyone in our network to help Make Tomorrow Better. At Globe Life, We empower our Customers by offering products that help secure their Financial Future and Protect them from the unexpected. We give our Employees the chance to give back, Support Initiatives with a Service First Mindset, and Promote from within.

Industry

Insurance services and insurance agencies and brokerages

Company size

1,001 - 5,000 Employees

Headquarters location

McKinney, TX, US

View All Globe Life Jobs

Apply