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Call Center Workforce Management Jobs in California

MV Transportation

Call Center Manager

San Rafael, CA · On-site

$75K - $89K/yr

... MV's management and supervisor teams to confirm service is high quality.  They oversee all ... Appropriately staff the call center. * Manage and oversee training, scheduling of staff, and re ...

MV Transportation

Call Center Manager

San Rafael, CA · On-site

$75K - $89K/yr

... MV's management and supervisor teams to confirm service is high quality.  They oversee all ... Appropriately staff the call center. * Manage and oversee training, scheduling of staff, and re ...

MV Transportation

Call Center Manager

San Rafael, CA · On-site

$75K - $89K/yr

He/she will work closely with MV's management and supervisor teams to confirm service is high ... Appropriately staff the call center. * Manage and oversee training, scheduling of staff, and re ...

MV Transportation

Call Center Manager

San Rafael, CA

$75K - $89K/yr

He/she will work closely with MV's management and supervisor teams to confirm service is high ... Appropriately staff the call center. * Manage and oversee training, scheduling of staff, and re ...

MV Transportation

Call Center Manager

San Rafael, CA · On-site

$75K - $89K/yr

He/she will work closely with MV's management and supervisor teams to confirm service is high ... Appropriately staff the call center. * Manage and oversee training, scheduling of staff, and re ...

Goodwill Sacramento

Call Center Manager

Sacramento, CA · On-site

$65 - $85/hr

Call Center Manager Under the supervision of the Director of Community Relations and Program ... Ability to apply sound management principles; supervise, train and evaluate up to 15 employees.

the bugman

Call Center Manager

Anaheim, CA · On-site

$65K - $85K/yr

The ideal candidate will have a strong background in call center management, excellent leadership skills, and a proven ability to optimize workflows, manage schedules, and monitor performance metrics.

the bugman

Call Center Manager

Anaheim, CA · On-site

$65K/yr

The ideal candidate will have a strong background in call center management, excellent leadership skills, and a proven ability to optimize workflows, manage schedules, and monitor performance metrics.

Bath Concepts

Call Center Manager

Modesto, CA · On-site

Call Center Manager Bath Concepts Independent Dealers offers a stylish, cost-effective, low ... Qualified applicants will have excellent computer and communication skills, management experience ...

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Call Center Workforce Management information

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 California?

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

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

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

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

Cities in California 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 California as of August 2026, with employment types broken down into 100% Full Time. Highlights an 60% In-person, and 40% Remote job distribution.

Call Center Manager - West Sacramento, CA (Hybrid)

Gainwell Technologies LLC

West Sacramento, CA • Hybrid

$81K - $115K/yr

Full-time

Medical, Life, Retirement, PTO

Re-posted yesterday

Gainwell Technologies rating

7.9

Company rating: 7.9 out of 10

Based on 84 frontline employees who took The Breakroom Quiz

130th of 247 rated software companies

Job description

Great companies need great teams to propel their operations. Join the group that solves business challenges and enhances the way we work and grow. Working at Gainwell carries its rewards. You’ll have an incredible opportunity to grow your career in a company that values your contributions and puts a premium on work flexibility, learning, and career development. 

Summary

Gainwell Technologies is seeking an experienced Call Center Manager to lead customer service operations supporting California's Medi-Cal program. In this role, you will provide leadership to a team of supervisors and customer service representatives, ensuring exceptional service delivery while meeting performance, quality, compliance, and operational goals.

If you're passionate about developing high-performing teams and delivering outstanding customer experiences in a fast-paced contact center environment, we'd love to hear from you.

Your role in our mission
  • Lead the daily operations of a high-volume customer contact center supporting California's Medi-Cal members and providers.
  • Coach, develop, and support supervisors and frontline leaders to achieve service level, quality, productivity, and customer satisfaction goals.
  • Monitor operational performance using key performance indicators (KPIs), workforce metrics, and quality results to identify opportunities for continuous improvement.
  • Partner with cross-functional teams to implement process improvements, support business initiatives, and ensure compliance with client and regulatory requirements.
  • Foster a culture of accountability, collaboration, and employee engagement while delivering an exceptional customer experience.
What we're looking for
  • At least 5 years of leadership experience managing supervisors or customer service teams in a high-volume call center or customer contact center environment.
  • Experience managing operational metrics, including service levels, quality, productivity, customer satisfaction, and workforce performance.
  • Strong leadership, coaching, communication, and performance management skills.
  • Proficiency with Microsoft Office and experience using workforce management, CRM, or contact center technologies.
  • Healthcare, Medi-Cal, Medicaid, Medicare, or managed care experience is strongly preferred.
What you should expect in this role
  • Must reside in the Greater Sacramento area.
  • Primarily remote with the ability to report onsite at 820 Stillwater Road, West Sacramento, CA 95605, as business needs require.
  • Standard business hours with flexibility to support operational needs.
  • Collaborative leadership environment focused on continuous improvement and operational excellence.
  • Opportunity to make a meaningful impact by leading teams that support California's Medi-Cal members.

*This posting is intended for pipelining. We will accept applications on an ongoing basis.

#LI-HYBRID

#LI-MA1

The pay range for this position is $81,000 - $115,700 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You’ll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

We believe nothing is impossible when you bring together people who care deeply about making healthcare work better for everyone. Build your career with Gainwell, an industry leader. You’ll be joining a company where collaboration, innovation, and inclusion fuel our growth. Learn more about Gainwell at our company website and visit our Careers site for all available job role openings.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.

What Gainwell Technologies employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

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About Gainwell Technologies

Sourced by ZipRecruiter

With Health and Cost outcomes that pierce Inequities and Impact Economies, the success of our Nation’s Federal Medicaid program is inextricably tied to the Prosperity of Communities, States and the Nation as a whole. We think that deserves Respect and a Commitment from Innovators who can help those who operate within and around health and human services evolve to meet their goals. At Gainwell, that’s our Sole focus. Built across more than Five Decades, Gainwell has intentionally seized opportunities to advance its digitally enabled services to meet Agencies, Health plans and MCOs where they are on their modernization journeys and propel them into the future of Healthcare. Equally important to our Expanding Technologies and Results. We bring ideas that bring policies to life.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Irving, TX, US

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