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Call Center Workforce Management Analyst Jobs (NOW HIRING)

NextDeavor Inc.

Call Center Manager

Omaha, NE · On-site

$100K - $130K/yr

Oversee scheduling, staffing, and productivity using workforce management tools * Implement virtual ... Analyze performance data to identify trends and drive continuous improvement * Ensure compliance ...

Lantern

Workforce Management Analyst

Dallas, TX · On-site

Identify variance drivers using short-interval forecasting and trend analysis. Intraday Management ... WFM contact center experience (scheduling, intraday, capacity risk). * Experience with NICE CXone ...

Lantern

Workforce Management Analyst

Dallas, TX

Identify variance drivers using short-interval forecasting and trend analysis. Intraday Management ... WFM contact center experience (scheduling, intraday, capacity risk). * Experience with NICE CXone ...

Essilor

Workforce Management Specialist

Dallas, TX

Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Analytical aptitude * Strong Excel skills * Excellent verbal and written communications skills

Lantern

Workforce Management Analyst

Dallas, TX · On-site

Identify variance drivers using short-interval forecasting and trend analysis. Intraday Management ... WFM contact center experience (scheduling, intraday, capacity risk). * Experience with NICE CXone ...

ReFocus Eye Health

Call Center Manager

Waterbury, CT · On-site

Analyze operations through monitoring of phone communications and operational reports to assess ... Strong understanding of call center metrics, KPIs, and workforce management principles. Proficiency ...

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Call Center Workforce Management Analyst information

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$64.6K

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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.
Call Center Manager

Call Center Manager

NextDeavor Inc.

Omaha, NE • On-site

$100K - $130K/yr

Contractor

Posted 2 days ago

Job description

Call Center Manager
Full-time
Omaha, NE, US
Exclusive confidential search — details shared with qualified applicants.
Become a Key Player as a Call Center Manager

You will lead and scale a fully remote call center operation, driving operational performance and exceptional customer experience. You will manage supervisors and agents, collaborate with HR, IT, QA, and Training, and report insights to senior leadership. This is a Remote role supporting a distributed, multi–time-zone workforce.

Here’s How You’ll Make an Impact on the Team
  • Lead day-to-day operations of a fully remote call center (inbound, outbound, or blended)
  • Manage, coach, and develop remote supervisors and agents through virtual leadership and performance reviews
  • Monitor and drive key KPIs including service levels, call volume, AHT, QA scores, and customer satisfaction
  • Oversee scheduling, staffing, and productivity using workforce management tools
  • Implement virtual training, onboarding, and ongoing coaching programs
  • Analyze performance data to identify trends and drive continuous improvement
  • Ensure compliance with company policies and quality standards across all operations
  • Present performance insights and reports to senior leadership and collaborate cross-functionally to support scalable operations
Here’s What You’ll Need to Be Successful in This Role
  • Bachelor’s degree in Business, Management, or related field (or equivalent experience)
  • Proven experience managing a remote or distributed call center team
  • Strong understanding of call center KPIs, QA processes, and workforce management
  • Experience using CRM systems and cloud-based call center platforms (VoIP, WFM, collaboration tools)
  • Excellent communication and leadership skills with the ability to manage across time zones
Here’s What Else Might Help You Out
  • Experience managing global or multi-time-zone teams
  • Background in scaling or improving remote call center operations
  • Strong analytical mindset with experience driving performance improvement initiatives
Pay Range

$100,000 - $130,000

Ready to Make Your Mark?

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