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Call Center Workforce Management Analyst Jobs (NOW HIRING)

eClerx

Workforce Management Analyst

Fayetteville, NC

$13/hr

We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce ...

eClercx

Workforce Management Analyst

Fayetteville, NC · On-site

$13/hr

We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce ...

Pavlov Media Inc

Call Center Lead, FTTP

Champaign, IL · On-site

$45K - $85K/yr

Analyze call center metrics and generate reports for leadership. * Coordinate with call center workforce management to ensure staffing supports data-based needs * Champion a culture of accountability ...

MCI Careers

Workforce Management Analyst

Wichita, KS · On-site

... call center footprint and operations that extend across multiple countries. We deliver Customer ... workforce management, scheduling, or real-time analysis. * Strong analytical and data ...

TEKsystems

Workforce Management Analyst

Minnetonka, MN · Hybrid

$35 - $41/hr

Now Hiring for a Workforce Management Analyst to help forecast work volumes and determine headcount for various departments for a close client in the healthcare insurance company!! This is a hybrid ...

MCI Careers

Workforce Management Analyst

Wichita, KS · On-site

... call center footprint and operations that extend across multiple countries. We deliver Customer ... workforce management, scheduling, or real-time analysis. * Strong analytical and data ...

TEKsystems

Workforce Management Analyst

Omaha, NE · Hybrid

$35 - $41/hr

Now Hiring for a Workforce Management Analyst to help forecast work volumes and determine headcount for various departments for a close client in the healthcare insurance company!! This is a hybrid ...

TEKsystems

Workforce Management Analyst

Madison, WI · Hybrid

$35 - $41/hr

Now Hiring for a Workforce Management Analyst to help forecast work volumes and determine headcount for various departments for a close client in the healthcare insurance company!! This is a ...

TEKsystems

Workforce Management Analyst

Minnetonka, MN · Hybrid

$35 - $41/hr

Now Hiring for a Workforce Management Analyst to help forecast work volumes and determine headcount for various departments for a close client in the healthcare insurance company!! This is a ...

MCI Careers

Workforce Management Analyst

Wichita, KS · On-site

... call center footprint and operations that extend across multiple countries. We deliver Customer ... workforce management, scheduling, or real-time analysis. * Strong analytical and data ...

TEKsystems

Workforce Management Analyst

Saint Louis, MO · Hybrid

$35 - $41/hr

Now Hiring for a Workforce Management Analyst to help forecast work volumes and determine headcount for various departments for a close client in the healthcare insurance company!! This is a hybrid ...

MCI Careers

Workforce Management Analyst

Wichita, KS · On-site

... call center footprint and operations that extend across multiple countries. We deliver Customer ... workforce management, scheduling, or real-time analysis. * Strong analytical and data ...

MUFG Bank, Ltd.

Workforce Management, Analyst

Tempe, AZ · Hybrid

$81K - $95K/yr

The Workforce Management, Analyst within the Internal Audit function is responsible for supporting independent, objective assurance and consulting activities designed to evaluate and assess the ...

MUFG Bank, Ltd.

Workforce Management, Analyst

Tampa, FL · Hybrid

$81K - $95K/yr

The Workforce Management, Analyst within the Internal Audit function is responsible for supporting independent, objective assurance and consulting activities designed to evaluate and assess the ...

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Call Center Workforce Management Analyst information

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$30K

$64.6K

$99K

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

As of Jun 7, 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 May 2026, with employment types broken down into 3% Locum Tenens, 2% As Needed, 68% Full Time, 21% Part Time, 1% Temporary, and 5% Contract. Highlights an 92% Physical, 2% Hybrid, and 6% Remote job distribution, with an average salary of $64,649 per year, or $31.1 per hour.

Workforce Management Analyst

eClerx

Fayetteville, NC

$13/hr

Full-time

Posted 29 days ago

Job description

We are seeking a detail-oriented and motivated Workforce Management Analyst to support the Workforce Management Supervisor and Customer Operations team. This role focuses on real-time workforce support, on-floor staffing coordination, and KPI monitoring to ensure service levels and operational goals are met in a dynamic 167 environment.

Key Responsibilities

  • Support on-floor staffing activity planning and real-time workforce management.
  • Perform real-time monitoring to ensure adherence to schedules and SLAs.
  • Manage agent breaks and real-time resource availability on the operations floor.
  • Monitor and help maintain key Workforce Management KPIs, including shrinkage and schedule adherence.
  • Coordinate and communicate effectively with Operations Managers and Team Leads.
  • Provide timely updates in internal systems and client tools.
  • Identify operational observations and ensure closed-loop communication with stakeholders.
  • Meet process expectations with high-quality standards and a strong sense of ownership.

Required Skills & Competencies

  • Basic to intermediate knowledge of workforce management and real-time operations.
  • Strong analytical, problem-solving, and root cause analysis skills.
  • Ability to quickly learn processes and adapt to ongoing business changes.
  • Professional conduct with clear verbal and written communication skills.
  • Working understanding of web technology and cable setup.
  • High reliability in attendance, punctuality, and shift flexibility.
  • Ability to work collaboratively while meeting defined timelines and service standards.
  • Proactive mindset with willingness to take responsibility beyond assigned tasks.

Qualifications & Experience

  • High school diploma or equivalent work experience preferred.
  • Prior experience in Workforce Management, RTM, or Customer Operations is an advantage.
  • Experience supporting 167 operations preferred.
  • Proficient in Excel

Compensation/Pay:

  • Staring at $13.00/hr

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

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