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Call Center Workforce Management Analyst Jobs in Texas

Selene Holdings

Sr. Workforce Management

Dallas, TX · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Senior Workforce Management Analyst assesses Contact Center staffing, identifies requirements ... Develop knowledge of call routing systems to ensure schedules match call arrival patterns.

Selene Holdings

Sr. Workforce Management

Dallas, TX · On-site +1

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Senior Workforce Management Analyst assesses Contact Center staffing, identifies requirements ... Develop knowledge of call routing systems to ensure schedules match call arrival patterns.

Dabella

Contact Center Systems Manager

Austin, TX · On-site

$100K - $120K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

You'll partner closely with Call Center Leadership, IT, Data Analytics, and Enterprise Applications ... Experience with workforce management and analytics tools * Familiarity with platforms such as ...

MCI Careers

Call Center Customer Service Manager

Killeen, TX · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Oversee workforce management and set clear performance goals * Develop strategies to enhance ... Track and analyze individual and team performance, addressing both strengths and areas for ...

MCI Careers

Call Center Customer Service Manager

Killeen, TX · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Oversee workforce management and set clear performance goals * Develop strategies to enhance ... Track and analyze individual and team performance, addressing both strengths and areas for ...

DaBella

Contact Center Systems Manager

Austin, TX · On-site

$100K - $120K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

You'll partner closely with Call Center Leadership, IT, Data Analytics, and Enterprise Applications ... Experience with workforce management and analytics tools * Familiarity with platforms such as ...

Black Box

Workforce Management Manager

Plano, TX · On-site

Work with Finance to manage labor budgets, cost forecasting, and variance analysis. * Collaborate with Data Center Operations leadership to align workforce plans with maintenance schedules ...

MCI Careers

Call Center Operations Manager

Killeen, TX · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Oversee workforce management, including scheduling and performance goal setting. * Develop ... Analyze team and individual performance to identify trends and improvement areas. * Communicate ...

MCI Careers

Call Center Operations Manager

Killeen, TX

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Oversee workforce management, including scheduling and performance goal setting. * Develop ... Analyze team and individual performance to identify trends and improvement areas. * Communicate ...

MCI Careers

Call Center Operations Manager

Killeen, TX · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Oversee workforce management, including scheduling and performance goal setting. * Develop ... Analyze team and individual performance to identify trends and improvement areas. * Communicate ...

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Showing results 21-40

All JobsCall Center Workforce Management Analyst JobsCall Center Workforce Management Analyst Jobs in Texas

Call Center Workforce Management Analyst information

How does a call center workforce management analyst 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 is a call center workforce management analyst?

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.

What are popular job titles related to Call Center Workforce Management Analyst jobs in Texas?

For Call Center Workforce Management Analyst jobs in Texas, the most frequently searched job titles are:

What job categories do people searching Call Center Workforce Management Analyst jobs in Texas look for?

The top searched job categories for Call Center Workforce Management Analyst jobs in Texas are:

Call Center Workforce Management Analyst jobs near you
Infographic showing various Call Center Workforce Management Analyst job openings in Texas as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 13% Part Time, and 2% Contract. Highlights an 92% Physical, 3% Hybrid, and 5% Remote job distribution.

Workforce Management Realtime Analyst

Teleperformance

Brownsville, TX • On-site

$15 - $20/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 2 days ago

Teleperformance rating

5.5

Company rating: 5.5 out of 10

Based on 188 frontline employees who took The Breakroom Quiz

45th of 71 rated call and contact centers

Job description

Overview
Application Deadline: Ongoing until positions are filled.
to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.
About TP
TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.
Benefits of working with TP include
TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.
We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.
We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.
Career Growth and Culture
At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.
TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.
Equal Opportunity Employer
TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.
Purpose
Responsible for day to day management of service level, site efficiency/occupancy and agents to ensure adherence to schedule and compliance within established parameters during real time situations. This will require constant communication with Supervisors, Operations Managers and Support Center personnel. Real time interaction with client for reciprocal communication imperative to maintain operations at peak performance.
This position is 100% onsite in Brownsville, TX. Work at home is not available for this position.
Responsibilities
Your Responsibilities
Monitor established thresholds for schedule adherence, online states, off phone events (break and pre-approved AUX modes), agent states that are not pre-approved must be limited (ACW, long calls, Aux modes)
  • Communicate with operations management for prompt resolution of issues identified in duties above

  • Partner with operations in recruitment of overtime/VTO to assist with managing day to day staffing levels

  • Generate inclusive alerts for any type of situations that could disturb service level or efficiency (i.e., technical issues causing idle time and/or a higher than forecasted increase in call volume and excessive general use of Aux, ACW and/or agent population shrink)

  • Report as required by client and internal leadership (i.e., switch and performance reporting, attendance and adherence reporting, documentation of outages and staffing impacts resulting from these and any other ad hoc reporting that may be required)

  • Information exchange with client and all their vendors in a virtual call center environment

  • Thrive as a team player in a fast paced, high energy, change oriented environment

  • Other duties as assigned by supervisor or other management

  • Ensure all TP policies and procedures are adhered to, including but not limited to: Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper TP Management immediately

Qualifications
Qualifications
90 days in current position (internal applicants)
  • 6 months of Call Center Operations or Workforce experience a must

  • Must have solid customer service skills

  • Must have solid verbal and written communications skills

  • Must be flexible with ability to work any schedule base on business needs

  • Must have proficiency in ability to use email, extended email functions, word processing and advanced spreadsheets in Excel format

  • Must pass mandatory background checks which may include pre-screenings, illegal drug tests, and credit checks

Be Part of Our TP Family
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

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