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Call Center Workforce Management Analyst Jobs (NOW HIRING)

Hocking College

Call Center Analyst

Lancaster, OH · Remote

$50K/yr

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 ...

Hocking College

Call Center Analyst

Charleston, WV · Remote

$50K/yr

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 ...

Hocking College

Call Center Analyst

Grove City, OH · Remote

$50K/yr

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 ...

Aston Carter

Workforce Management Analyst

Seattle, WA · On-site

$50 - $60/hr

Workforce Management Analyst The Workforce Management Analyst supports timekeeping, attendance tracking, and scheduling processes across U.S. and Canadian operations, with a strong focus on UKG and ...

Aston Carter

Workforce Management Analyst

Seattle, WA · On-site

$50 - $60/hr

Workforce Management Analyst The Workforce Management Analyst supports timekeeping, attendance tracking, and scheduling processes across U.S. and Canadian operations, with a strong focus on UKG and ...

Pavlov Media

Call Center Lead, FTTP

Champaign, IL · On-site

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 ...

Aston Carter

Workforce Management Analyst

Seattle, WA · On-site

$50 - $60/hr

Workforce Management Analyst The Workforce Management Analyst will serve as the subject matter expert for timekeeping, attendance tracking, and scheduling across U.S. and Canadian operations, with a ...

Aston Carter

Workforce Management Analyst

Seattle, WA · On-site

$50 - $60/hr

Workforce Management Analyst The Workforce Management Analyst supports timekeeping, attendance tracking, and scheduling processes across U.S. and Canadian operations, with a strong focus on UKG and ...

Aston Carter

Workforce Management Analyst

Seattle, WA · Hybrid

$50 - $60/hr

Workforce Management Analyst The Workforce Management Analyst will serve as the subject matter expert for timekeeping, attendance tracking, and scheduling across U.S. and Canadian operations, with a ...

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 ...

Aston Carter

Workforce Management Analyst

Seattle, WA · On-site

$50 - $60/hr

Workforce Management Analyst The Workforce Management Analyst will serve as the subject matter expert for timekeeping, attendance tracking, and scheduling across U.S. and Canadian operations, with a ...

Aston Carter

Workforce Management Analyst

Seattle, WA · Hybrid

$50 - $60/hr

Workforce Management Analyst The Workforce Management Analyst will serve as the subject matter expert for timekeeping, attendance tracking, and scheduling across U.S. and Canadian operations, with a ...

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 ...

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 ...

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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 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 Analyst

Workforce Management Analyst

Crisis Connections

Seattle, WA • On-site

$68K - $75K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 13 days ago

Job description

Description:

Workforce Management Analyst

Full-Time | Hybrid – Seattle, WA - Washington residency required
Salary Range: $68,344 – $75,938

Shift: Swing shift (4:00 PM–12:00 AM) through August, transitioning to overnight (12:00 AM–8:00 AM) thereafter.

Be part of something growing - and meaningful


This is a new position driven by organizational growth, reflecting the increasing demand for Crisis Connections’ life-saving services. As our impact expands, so does our need for strong workforce planning to ensure help is always available when people reach out in moments of physical, emotional, and financial crisis.


As a Workforce Management Analyst, you won’t just support operations - you’ll help shape how our contact center scales, responds, and evolves. Your work will directly enable frontline staff to show up for individuals facing crisis across our community.

About Crisis Connections

Crisis Connections connects people in physical, emotional, and financial crisis to compassionate support and critical resources. We serve all people, with an emphasis on King County residents, and we are guided by values of care, inclusion, and empowerment. As demand for our services grows, we are investing in the systems and people that make our mission possible.

In this highly visible and impactful role, you will:

  • Forecast contact volume using historical data and real-time trends
  • Build and maintain staffing plans and schedules to ensure reliable coverage
  • Monitor queues, service levels, and agent adherence throughout the day
  • Make real-time, intraday adjustments to respond to spikes in demand or emergencies
  • Support surge staffing and contingency planning during high-volume or crisis events
  • Analyze performance metrics and identify trends, gaps, and opportunities
  • Produce regular and ad-hoc reports for operations and clinical leadership
  • Collaborate closely with operations and clinical teams to align staffing with service goals
  • Help balance service level targets with staff well-being and sustainable workloads

This role offers the opportunity to influence how a growing organization plans for the future while making an immediate difference every day.

Requirements:

What You Bring

  • Experience in a contact center environment (inbound and/or outbound)
  • 2–3 years of workforce management experience, especially in forecasting or scheduling
  • Strong Excel skills and comfort working with data and reports.
  • Experience with Business Intelligence software (Power BI/Tableau)
  • Familiarity with workforce management or contact center scheduling tools
  • Ability to stay calm, adaptable, and collaborative in fast-changing situations
  • Experience with tools such as NICE/IEX, Five9, Genesys, Blue Pumpkin, or similar platforms is a plus but not required.

Why You’ll Love Working Here


We believe thriving employees fuel a thriving mission. At Crisis Connections, you’ll join a growing organization that values inclusion, authenticity, and professional growth.


Our benefits include:

  • 100% employer-paid medical, dental, and vision coverage
  • Generous paid time off and 12 paid holidays
  • ORCA transit pass discount and free parking
  • Retirement plan and flexible spending accounts
  • Short-term and long-term disability options
  • Opportunities to grow alongside an expanding mission-driven organization

Equal Opportunity Employer

Crisis Connections is an equal opportunity employer. We value a workforce that reflects the diverse communities we serve and are committed to creating a workplace where employees feel a sense of belonging and are valued for their contributions and unique perspectives.