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Call Center Workforce Management Jobs in Arizona

XceedSearch.com

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Call Center Manager

Scottsdale, AZ · On-site

$70K - $98K/yr

Claims Specialist (CCaaS & Workforce Management) Location: Scottsdale, AZ | Work Schedule: Hybrid ... The ideal candidate is comfortable working with data, systems, schedules, call center metrics, and ...

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Fortuity

Bilingual Call Center Supervisor

Phoenix, AZ · On-site

$50K - $60K/yr

Call Center Operations Supervisor Bilingual English/Spanish At Fortuity we believe in our people ... Bilingual Supervisors have the additional responsibility of managing a workforce fluent in both ...

Posted today

Just Staffing

Call Center

Surprise, AZ

$15.50 - $19.50/hr

... management (CRM) software - Ability to work in a fast-paced, high-volume environment Working Conditions: This is a temporary, full-time position with a flexible schedule. The call center operates ...

Global Channel Management

Call Center Rep

Phoenix, AZ · On-site

$16 - $19.75/hr

Call Center Rep Phoenix, Arizona, United States $ 18.00 - 19.00 (US Dollar) Call Center Rep needs 6 ... Able to manage telephone and chat customer interactions and convey confidence while resolving the ...

Air Control AZ

Call Center Manager

Lake Havasu City, AZ · On-site

$80K - $110K/yr

Comfortable with Microsoft Office and CRM/call center systems. Bonus if you've worked in ServiceTitan and AI. What You Get * $80,000-$110,000 DOE. * Top performers here are among the highest paid in ...

Air Control AZ

Call Center Manager

Lake Havasu City, AZ · On-site

Comfortable with Microsoft Office and CRM/call center systems. Bonus if you've worked in ServiceTitan and AI. What You Get * $80,000-$110,000 DOE. * Top performers here are among the highest paid in ...

C2 Tactical

Call Center Agent

Phoenix, AZ · On-site

$15 - $19.50/hr

Call Center Agent Answer incoming calls for multiple businesses in a small call center environment ... management system for classes and other offerings. Answering Incoming Calls (80%) Answer all ...

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How much do call center workforce management jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for call center workforce management in Arizona is $16.69, according to ZipRecruiter salary data. Most workers in this role earn between $14.33 and $17.93 per hour, depending on experience, location, and employer.

What is a call center workforce management?

A Call Center Workforce Management (WFM) job involves forecasting call volumes, scheduling agents, and optimizing staffing to ensure efficiency and service level goals are met. WFM professionals analyze historical data, monitor real-time metrics, and adjust schedules to balance workload demands. They also use workforce management software to track productivity and improve customer experience. Their role is crucial in minimizing costs while maintaining high service quality in a call center environment.

What are the typical daily responsibilities of a call center workforce management professional?

A Call Center Workforce Management professional is responsible for forecasting call volumes, creating and adjusting staff schedules, and monitoring real-time queues to ensure adequate coverage throughout the day. They regularly analyze key performance metrics, coordinate with call center team leads to address staffing gaps, and adjust plans in response to unexpected changes like high call spikes or employee absences. Daily tasks may also include producing reports, communicating with management about service level achievements, and supporting continuous improvement projects. This role is collaborative, requiring close work with both operations and HR teams to achieve service, efficiency, and employee satisfaction targets.

What are the key skills and qualifications needed to thrive in call center workforce management, and why are they important?

To thrive in Call Center Workforce Management, you need strong analytical skills, expertise in forecasting and scheduling, and experience in operational optimization, usually supported by a degree in business, statistics, or a related field. Familiarity with workforce management software (such as NICE, Verint, or Genesys), advanced Excel skills, and understanding of call routing systems are highly valued, and relevant certifications can be advantageous. Excellent problem-solving, communication, and adaptability help professionals effectively balance staffing needs with business goals and respond to rapidly changing demands. These skills are essential to ensure optimal call center performance, cost control, and high levels of customer and employee satisfaction.

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

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

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

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

What cities in Arizona are hiring for Call Center Workforce Management jobs?

Cities in Arizona with the most Call Center Workforce Management job openings:

Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in Arizona as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 13% Part Time, and 2% Contract. Highlights an 82% Physical, 3% Hybrid, and 15% Remote job distribution, with an average salary of $34,719 per year, or $16.7 per hour.

Call Center Manager

XceedSearch.com

Scottsdale, AZ • On-site

$70K - $98K/yr

Full-time

Medical, Dental, Vision, Life, PTO

Posted yesterday

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Job description

Claims Specialist (CCaaS & Workforce Management)

Location: Scottsdale, AZ | Work Schedule: Hybrid schedule: 4 days onsite / 1 day remote | Department: Claims

About the Role

Company is seeking a detail-oriented, analytical, and solutions-focused Claims Specialist to support our contact center operations, CCaaS technology, workforce management, and Claims Department performance. This role plays a key part in helping the team meet service level goals, maintain staffing coverage, support contact center systems, and provide timely reporting and insights that drive operational decisions.

The ideal candidate is comfortable working with data, systems, schedules, call center metrics, and cross-functional partners. This position requires strong follow-through, sound judgment, technical aptitude, and the ability to respond with urgency while maintaining accuracy and professionalism.

What You’ll Do

·         Monitor real-time contact center performance, including service levels, call volume, abandon rates, and staffing coverage.

·         Maintain accurate schedules, staffing plans, and workforce updates to support Claims Department service level goals.

·         Develop and maintain staffing forecasts using historical trends, business needs, shrinkage, and operational assumptions.

·         Prepare monthly and ad hoc reports with clear insights, variance explanations, and actionable recommendations for leadership.

·         Administer and support CCaaS platforms, including IVR configurations, call routing, queues, user setup, and system settings.

·         Serve as a primary point of contact for contact center technology issues, including ticket submission, triage, escalation, follow-up, and resolution tracking.

·         Partner with Claims leadership, IT, vendors, and internal stakeholders to support system updates, testing, implementations, and process improvements.

·         Identify recurring trends, scheduling challenges, technology issues, and process gaps; recommend practical solutions that improve efficiency and customer experience.

What We’re Looking For

·         3 - 5 years of experience in claims operations, contact center operations, workforce management, scheduling, reporting, business systems support, or a related operational support role.

·         Working knowledge of contact center metrics such as service level, abandon rate, average handle time, occupancy, adherence, shrinkage, and forecast accuracy.

·         Must have forecasting accuracy experience: Ability to predict call and chat volumes and convert those metrics into precise staffing requirements.

·         Must have real-time execution experience: Ability to manage intraday staffing variances when call or chat volume spikes, absenteeism occurs, or operational coverage needs shift.

·         Experience supporting or administering CCaaS, telephony, call center, or workforce management platforms such as RingCentral, DialPad, Five9, Genesys, NICE, Verint, or similar systems preferred.

·         Strong analytical skills with the ability to review data, identify trends, determine operational impact, and communicate clear recommendations.

·         Proficiency with Microsoft Excel and reporting tools; experience with dashboards, workforce management systems, or data visualization tools is a plus.

·         Strong communication, organization, documentation, follow-up, and problem-solving skills.

·         Ability to manage competing priorities, respond quickly to business needs, and work independently with accuracy and professionalism.

Education

·         High school diploma or equivalent required.

·         Associate or bachelor’s degree in business administration, operations management, analytics, information systems, or a related field preferred.

Company Description

Insurance Company