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Call Center Workforce Management Jobs in Illinois

Transdev

Call Center Manager

Chicago, IL

$67K - $80K/yr

Call Center Manager Transdev in Chicago, IL is hiring a Call Center Manager. The Call Center ... Management Job Type: Full Time Work Type: No Remote Req ID: 8894 Pay Group: VDD Cost Center: 233 ...

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Intangible Assets

Call Center Director

Vernon Hills, IL · On-site

$150K - $170K/yr

The Director of Call Center Operations will be responsible for overseeing the daily operations of the contact center, ensuring high levels of customer satisfaction, and managing the contact center ...

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

As of Aug 21, 2026, the average hourly pay for call center workforce management in Illinois is $17.36, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $18.65 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 Illinois?

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

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

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

Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in Illinois as of August 2026, with employment types broken down into 1% As Needed, 87% Full Time, 10% Part Time, and 2% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $36,103 per year, or $17.4 per hour.

Call Center Manager

Abbott Laboratories Employees Credit Union

Gurnee, IL • On-site

$63.44 - $105.74/hr

Other

Posted 21 days ago

Job description

Salary Range: $63,443.33 To $105,738.89 Annually

SUMMARY:

The Call Center Manager provides day-to-day leadership and direction for the Call Center in close partnership with the Vice President of Virtual Services. This role builds and sustains a high-performing team, advancing a culture of service quality, accountability, and continuous improvement. The manager is accountable for the overall member experience, operational performance, employee development, and achievement of departmental service and sales objectives.

ESSENTIAL FUNCTIONS:
  • Provide leadership, coaching, and development for employees through regular one-on-one meetings, performance evaluations, feedback, and professional development planning.
  • Own departmental service, quality, productivity, and sales metrics, using data and performance trends to drive continuous improvement.
  • Model and reinforce the credit union's service quality standards while partnering with the Service Quality Analyst to deliver exceptional member experiences.
  • Work closely with the Vice President of Virtual Services to support strategic initiatives, budgeting, operational planning, and process improvement efforts.
  • Ensure appropriate staffing, scheduling, and workforce management to consistently meet member service expectations.
  • Build strong partnerships across departments to improve operational efficiency and create seamless member experiences.
  • Serve as the primary operational contact for key call center vendors by managing vendor relationships, monitoring service levels, resolving issues, evaluating performance, and ensuring vendor partnerships support organizational goals and an exceptional member experience.
  • Ensure compliance with all applicable regulations, policies, procedures, and credit union standards.
  • Ownership of call center policies, procedures, training resources, and monthly reporting.
  • Research and resolves escalated member inquiries and complaints.
  • Other duties as may be assigned
QUALIFICATIONS:
  • Education Required: High School Diploma or equivalent (GED)
  • Education Preferred: Bachelor's degree in Business Administration or related field
  • Experience Required: Three (3) years of call center experience in a financial institution and three (3) years of management experience
  • Experience Preferred: Five (5) years of management experience

The base pay for this position is $63,445.33 to $105,738.89 annually. In specific locations, the pay range may vary from the range posted.

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