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Call Center Workforce Management Analyst Jobs (NOW HIRING)

Addison Group

Workforce Management Analyst

Rosemont, IL · On-site

$50 - $70/hr

Workforce Management (UKG Pro WFM) Analyst Industry: Manufacturing / Industrial Equipment Location (City, State): Rosemont, IL Assignment Type: Contract Pay: $50-$70/hour Work Schedule: Hybrid ...

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System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... Recommend call/service center technology and process improvements to reduce costs and improve ...

System One

Workforce Management Analyst I

Baltimore, MD · Remote

$32.80/hr

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) -- REMOTE Location: Remote (U.S.) -- client ... Recommend call/service center technology and process improvements to reduce costs and improve ...

M&T Bank

Workforce Management Analyst I

Bridgeport, CT · On-site

$25.07 - $41.79/hr

Assists in analyzing Contact Center patterns, including volumes, trends, attrition rates, and ... Monitor call out line and update scheduling software to reflect employee call-outs and tardy ...

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Call Center Workforce Management Analyst information

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

As of Jul 21, 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 July 2026, with employment types broken down into 6% Locum Tenens, 83% Full Time, 6% Part Time, 1% Temporary, and 4% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $64,649 per year, or $31.1 per hour.
Workforce Management Analyst II

Workforce Management Analyst II

System One

Baltimore, MD • Remote

Contractor

Medical, Dental, Vision, Life, Retirement

Posted 26 days ago

Job description

WORKFORCE MANAGEMENT ANALYST (WFM / CONTACT CENTER) — REMOTE

Location: Remote (U.S.) — client site in Baltimore, MD (21224) Type: Contract-to-Hire (high possibility of extension) Schedule: 40 hours/week Pay (W2): USD 38.70/H

JOB OVERVIEW

In this role, you’ll support a Customer Service Center by analyzing historical call/transaction data and business drivers to forecast future workload trends and plan staffing levels. You’ll partner with business leaders to build capacity plans, create schedules, and respond to ad hoc workforce planning requests—ensuring strong coverage and service levels.

WHAT YOU’LL DO

  • Forecast call volume and staffing/resource needs (long-range capacity, day-of-week, and intraday forecasts).

  • Develop staffing plans and schedule recommendations to meet service objectives; continuously identify opportunities to improve staff levels, skill groups, and capacity plans.

  • Evaluate forecasting and scheduling performance and generate weekly schedules aligned to forecasted volumes and service level requirements.

  • Maintain scheduling/forecasting data integrity (headcount, schedule preferences, and related database inputs).

  • Design, build, and maintain reports/spreadsheets/databases tracking key service metrics; import data from other sources as needed.

  • Incorporate cyclical/periodic events into weekly, monthly, and annual workforce plans (including skill-based routing considerations).

  • Monitor and report schedule adherence.

  • Participate in forecasting/planning meetings; support special projects and assist with disaster recovery activities as needed.

REQUIRED QUALIFICATIONS

  • Bachelor’s degree, OR equivalent experience

    • In lieu of a Bachelor’s degree: additional 4 years of relevant experience (in addition to required experience)

  • 3+ years of experience in service center operations or scheduling/forecasting within a call center environment

  • Advanced Microsoft Excel (pivot tables, lookup functions, formulas, and data analysis techniques)

  • Strong analytical/problem-solving skills (trend identification, root cause analysis, actionable recommendations)

  • Workforce Management knowledge including forecasting, scheduling, capacity planning, shrinkage, and contact center KPIs (AHT, ASA, Service Level, Occupancy, Abandonment Rate)

  • Experience with WFM/contact center platforms such as Genesys Cloud, NICE IEX/CXone, or similar systems

  • Strong communication and stakeholder management skills (present findings, collaborate across teams, influence decisions)

NICE TO HAVE

  • Experience building automated reporting or dashboards (e.g., Access, advanced Excel modeling)

  • Experience supporting skills-based routing environments and multi-skill scheduling

  • Strong experience with adherence monitoring and shrinkage planning

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

#M- #LI-

Ref: #851-Rockville-S1