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Call Center Workforce Management Jobs in Florida

Dermafix Spa

Call Center Manager

Saint Petersburg, FL · On-site +1

$3.0K - $5.0K/mo

Streamline call center processes and workflows to improve efficiency and outcomes ... Collaborate with marketing, CRM, and operations teams to support lead generation and campaign ...

Soni Family Practice

Call Center Specialist

Clermont, FL · On-site

$15 - $18.75/hr

Call Center Manager Job Summary: The Call Center Specialist is responsible for managing high-volume inbound and outbound patient communications across SFP Health Group entities. This role supports ...

SFP Health Group

Call Center Specialist

Clermont, FL · On-site

$15 - $18.75/hr

Call Center Manager Job Summary: The Call Center Specialist is responsible for managing high-volume inbound and outbound patient communications across SFP Health Group entities. This role supports ...

Dermafix Spa

Call Center Manager

Saint Petersburg, FL · Remote

$3.0K - $5.0K/mo

Streamline call center processes and workflows to improve efficiency and outcomes ... Collaborate with marketing, CRM, and operations teams to support lead generation and campaign ...

RejuvenX

Call Center Representative

Port Charlotte, FL · On-site

$14.50 - $18/hr

Managing large amounts of inbound and outbound calls in a timely manner * Following call center "scripts" when handling different topics * Identifying patients' needs, clarify information, research ...

RejuvenX

Call Center Representative

Port Charlotte, FL

$14.50 - $18/hr

Managing large amounts of inbound and outbound calls in a timely manner * Following call center "scripts" when handling different topics * Identifying patients' needs, clarify information, research ...

Age Rejuvenation

Call Center Associate

Tampa, FL · On-site

$20 - $22/hr

... Manage inbound calls and live transfers from the Call Center team Overcome objections and address questions with confidence and professionalism Accurately document all interactions within company ...

Age Rejuvenation

Call Center Associate

Tampa, FL · On-site

$20 - $22/hr

... Manage inbound calls and live transfers from the Call Center team Overcome objections and address questions with confidence and professionalism Accurately document all interactions within company ...

MDVIP

Workforce Management Specialist

Boca Raton, FL · On-site

$78K - $78K/yr

Works closely with the management team to provide support to ensure departmental service levels are ... Related experience includes prior customer service in a call center environment, or business ...

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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 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 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 popular job titles related to Call Center Workforce Management jobs in Florida? For Call Center Workforce Management jobs in Florida, the most frequently searched job titles are:
What job categories do people searching Call Center Workforce Management jobs in Florida look for? The top searched job categories for Call Center Workforce Management jobs in Florida are:
What cities in Florida are hiring for Call Center Workforce Management jobs? Cities in Florida 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 Florida as of August 2026, with employment types broken down into 100% Full Time. Highlights an 100% In-person job distribution.

Call Center Specialist

National Center for Missing & Exploited Children

Alexandria, VA • On-site

$18 - $22.50/hr

Full-time

Re-posted yesterday

Job description

National Center for Missing & Exploited Children
Position Description
TITLE: Call Center Specialist
LOCATION: Alexandria, Virginia or Lake Park, Florida
FLSA: Non-Exempt
DIVISION: Missing Children Division (MCD)
DEPARTMENT: Call Center
TRAVEL REQUIREMENT:
None
HOURS and SCHEDULE:
This position is funded until June 1, 2028
24/7 Call Center operation; must be available to work a swing shift of (9 AM - 5 PM, 10:00 AM - 6:00 PM or 12:00 PM - 8:00 PM). Employees must be able to work flexible, rotating shifts including weekends and holidays based on organizational and operational needs. Training is generally conducted during traditional first shift/business hours and takes approximately one month. This position is funded for a period of two years. The continuation of this position is contingent on the availability of additional funding and satisfactory performance. In the event that the funding for this position is reduced or ceases after the initial term, the position may be terminated. Efforts will be made to explore alternative funding sources, but continuation is not guaranteed.
REPORTS TO:
Works under the general supervision of the Manager, Call Center.
SUPERVISION EXERCISED:
None
RESPONSIBILITY FOR PUBLIC CONTACT:
Daily contact requiring courtesy, discretion, and sound judgment.
LICENSING AND CERTIFICATION:
Must be eligible to apply for NCIC certification which requires either U.S. citizenship or having been a lawful resident of the U.S. for the past 10 consecutive years. Must obtain NCIC certification within three (3) months of hire and maintain certification including completion of all required training. NCIC certification requires background screening, to include fingerprinting, criminal history check, and professional references.
GENERAL DESCRIPTION:
Call Center Specialist is responsible for answering calls to the national 800 missing and exploited children hotline and accurately and expeditiously extracting and entering pertinent information while making sound judgment calls that will aid in the location, recovery, and reunification of missing children. Position is also responsible for responding to any disaster-related calls or inquiries that come through the national 800 number, through the NECLC hotline number or the Unaccompanied Minors Registry. This position is funded for a set duration and the contract will end on June 1st, 2028.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
  • This position requires the ability to access and use NCIC/Nlets data after successfully completing NCIC certification.
  • Respond to calls to the national 800 missing and exploited children hotline.
  • Intake accurate detailed reports on sightings and leads, on missing children including child exploitation and child pornography. Utilize available information to determine missing children case types.
  • Serve as a referral source to callers to include law enforcement, state clearinghouses, NPOs, and other resource organizations.
  • Determine appropriate publications for callers requesting mailed materials and enter orders into database.
  • Respond appropriately to missing and/or exploited children leads and information received via NCIC, news reports, online communication, Locater posters, TDD, AMBER Alerts, and/or messages by conducting callbacks to reporting parties and law enforcement agencies.
  • Enter CyberTipline Reports online of cases of child exploitation and child pornography.
  • Field calls to appropriate NCMEC personnel.
  • Direct caller to resources available on NCMEC's website.
  • Provide notifications to on-call case managers, FBI, and other agencies after hours, on critical missing children cases.
  • Take recovery reports of missing children and forward them to the appropriate case manager.
  • Maintain readiness for disaster-related requests that come through the NECLC that includes understanding how to best manage the various requests that come in as well as the various stakeholders involved. Complete necessary disaster reporting forms when required.
  • Complete all disaster-related training and updates, as required.
  • Participate in periodic NECLC drills.
  • Promote and exhibit loyalty to the National Center for Missing and Exploited Children and the cause of protecting children worldwide
  • Promote a professional image
  • Communicate with co-workers, management, Law Enforcement officials, and others in a courteous and professional manner.
  • Conform with and abide by all regulations, policies, work procedures, and instructions.
  • Respond promptly when returning telephone calls and replying to correspondence.

EDUCATION AND EXPERIENCE:
  • Associate's Degree in Human Services, Criminal Justice, or related field; or equivalent degree and/or work experience combination.
  • Bachelor's degree preferred.

KNOWLEDGE, SKILLS AND ABILITIES:
  • Good verbal, written and telephone communications skills.
  • Must have the ability to work flexible hours and regular weekend shifts.
  • Type minimum 40 wpm, error free.
  • If hired as a bilingual operator, must be fluent in English and foreign language.
  • Knowledge of word processing and database programs and applications.
  • Basic familiarity of the World Wide Web and Internet applications.
  • Strong verbal and written communication skills.
  • Excellent organizational and interpersonal skills.
  • Ability to prioritize multiple tasks.
  • Demonstrated word processing, spreadsheet and database software proficiency.
  • Adaptability, flexibility and ability to work as part of a team or in an individual capacity.
  • Ability to handle and maintain the integrity and confidentiality of highly sensitive material and information.

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