ZipRecruiter

Log In

1

Call Center Workforce Management Jobs in Massachusetts

Vitra Health

Call Center Manager

Boston, MA · On-site

$110K - $120K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

The Opportunity The Call Center Manager is responsible for the strategic leadership, operational ... Ensure scheduling systems and workforce management tools are utilized effectively and consistently.

VITRA Health

Call Center Manager

Boston, MA · On-site

$110K - $120K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

The Opportunity The Call Center Manager is responsible for the strategic leadership, operational ... Ensure scheduling systems and workforce management tools are utilized effectively and consistently.

Vitra Health

Call Center Manager

Boston, MA · On-site

$110K - $120K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

The Opportunity The Call Center Manager is responsible for the strategic leadership, operational ... Ensure scheduling systems and workforce management tools are utilized effectively and consistently.

Rodenhiser Home Services Inc

Call Center Manager

Holliston, MA · On-site

$75K - $105K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Customer Experience Management * Ensure every customer interaction reflects Rodenhiser's service ... call center or customer service operation. * Demonstrated success coaching teams to achieve ...

Endless Energy

CSR (Call Center) Manager

Marlborough, MA · Remote

$16 - $20.75/hr

This is more than a traditional call center management position. The ideal candidate is a proven ... Workforce management software What Makes You Successful Our ideal candidate is someone who: * Loves ...

Rodenhiser Home Services Inc

Call Center Manager

Holliston, MA · On-site

$75K - $105K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Customer Experience Management * Ensure every customer interaction reflects Rodenhiser's service ... call center or customer service operation. * Demonstrated success coaching teams to achieve ...

Berkshire Bank

Call Center Supervisor

Pittsfield, MA · On-site

$20.50 - $32.12/hr

Call Center Manager Status: Non-Exempt Grade: 7 Pay Range: $20.50 - $32.12 Actual compensation within the pay range will be determined based on factors including, but not limited to, skills, prior ...

Tufts Medical Center

Call Center Rep

Boston, MA · On-site

$17.50 - $21.75/hr

As a call center representative at Tufts Medical Center you will be a key member of the hospitality ... Perform any other tasks as needed and directed by supervisory and management staff III. JOB ...

Community Health Connections

Call Center Specialist

Fitchburg, MA · On-site

$17 - $21.25/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Under the general supervision of the Office Manager, the Call Center Specialist manages incoming telephone communications to CHC call center. The responsibilities of the Call Center Specialist ...

Community Health Connections

Call Center Specialist

Fitchburg, MA · On-site

$17 - $21.25/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Under the general supervision of the Office Manager, the Call Center Specialist manages incoming telephone communications to CHC call center. The responsibilities of the Call Center Specialist ...

Soni Resources

Call Center Representative

Stoughton, MA · On-site

$22.50/hr

We are seeking a professional and customer-focused Call Center Representative to join our team. The ... Time Management Compensation: $22.50/hr Salary is based on a range of factors that include relevant ...

Soni Resources

Call Center Representative

Stoughton, MA · On-site

$22.50/hr

We are seeking a professional and customer-focused Call Center Representative to join our team. The ... Time Management Compensation: $22.50/hr Salary is based on a range of factors that include relevant ...

New

Community Health Connections

Call Center Specialist

Fitchburg, MA · On-site

$19 - $23.50/hr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Under the general supervision of the Office Manager, the Call Center Specialist manages incoming telephone communications to CHC call center. The responsibilities of the Call Center Specialist ...

next page

Showing results 1-20

All JobsCall Center Workforce Management JobsCall Center Workforce Management Jobs in Massachusetts

Call Center Workforce Management information

See Massachusetts salary details

$11

$19

$27

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

As of Aug 18, 2026, the average hourly pay for call center workforce management in Massachusetts is $19.56, according to ZipRecruiter salary data. Most workers in this role earn between $16.78 and $21.01 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 Massachusetts?

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

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

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

Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in Massachusetts 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 $40,689 per year, or $19.6 per hour.

Call Center Manager

Vitra Health

Boston, MA • On-site

$110K - $120K/yr

Full-time

Medical, Dental, Vision, Life, Retirement

Posted 25 days ago

Job description

About Vitra Health
Vitra Health is a mission-driven healthcare organization committed to improving the quality of life for individuals and families across Massachusetts. Through innovative home- and community-based services, Vitra supports aging adults, people with disabilities, and individuals with complex care needs- supported by a Nurse, and Case Manager, Vitra ensures clients receive compassionate, personalized, and dignified care.
To help share our mission and expand our community impact, Vitra Health is seeking a Client Scheduling Manager who is passionate about community engagement and helping people access the care and resources they deserve.
The Opportunity
The Call Center Manager is responsible for the strategic leadership, operational management, and overall performance of the Client Scheduling Department. This role oversees a team of Scheduling Coordinators and Supervisors (if applicable), ensuring appropriate staffing coverage, proactive client scheduling, regulatory compliance, operational excellence, and exceptional customer service.
The Manager exercises significant independent judgment in workforce planning, departmental budgeting, staffing allocation, policy development, process improvement, and performance management. This position partners closely with Clinical Leadership, Program Management, Human Resources, Recruiting, and Executive Leadership to ensure clients receive timely, uninterrupted services while supporting organizational growth and operational objectives.
The Call Center Manager is accountable for department performance, service delivery metrics, compliance outcomes, employee development, and continuous improvement initiatives.
Key Responsibilities
Leadership and Department Management
  • Lead, coach, develop, and manage the Client Scheduling team, ensuring high performance and accountability.
  • Establish departmental goals, key performance indicators (KPIs), and operational benchmarks.
  • Provide leadership and oversight for scheduling operations, admissions coordination, and workforce planning activities.
  • Develop succession plans and career development opportunities for scheduling staff.
  • Oversee hiring, onboarding, training, performance management, promotions, corrective actions, and termination recommendations.
  • Monitor staffing levels and workforce capacity to support client growth and service demands.
  • Analyze department performance data and implement strategic initiatives to improve efficiency, productivity, and service outcomes.
  • Manage departmental resources, budgets, and staffing plans to achieve organizational objectives.
  • Serve as the final escalation point for complex scheduling, staffing, and operational concerns.
  • Drive a culture of accountability, engagement, collaboration, and continuous improvement.

Operational Oversight
  • Ensure assessments, admissions, semi-annual visits, annual visits, monthly visits, physicals, and all required services are scheduled in compliance with MassHealth and program requirements.
  • Oversee scheduling processes and workflow optimization to ensure timely service delivery and maximum operational efficiency.
  • Evaluate scheduling trends, staffing utilization, and client service demands to develop proactive workforce strategies.
  • Develop and implement departmental policies, procedures, and best practices.
  • Ensure scheduling systems and workforce management tools are utilized effectively and consistently.
  • Lead department-wide process improvement initiatives to enhance operational performance and client satisfaction.
  • Monitor compliance with organizational policies, state regulations, accreditation standards, and payer requirements.

Compliance and Quality Assurance
  • Establish quality assurance processes and performance audits within the Scheduling Department.
  • Review operational metrics and compliance reports to identify risks and improvement opportunities.
  • Implement corrective action plans when operational or compliance concerns are identified.
  • Ensure accurate documentation, scheduling records, and service tracking.
  • Maintain confidentiality of employee, client, and organizational information.

Strategic and Cross-Functional Leadership
  • Partner with Clinical Managers, Program Managers, Care Access, Human Resources, Recruiting, Finance, and Executive Leadership to support organizational initiatives.
  • Participate in strategic planning and organizational growth initiatives.
  • Lead cross-functional projects that impact staffing, client services, operational efficiency, and business performance.
  • Serve as the departmental subject matter expert for workforce management, scheduling operations, and capacity planning.
  • Present operational reports, department performance metrics, and strategic recommendations to senior leadership.
  • Promote Vitra Health's mission, vision, and values throughout all interactions and decision-making.
  • Perform other duties as assigned.
  • Fosters a culture of customer service and commitment to quality care
  • Serves as a brand ambassador for Vitra reflecting our vision, mission, and values
  • Shows a genuine interest and compassion for the communities we serve and commitment to the diversity of our clients and team members
  • Mentor and supports team members
  • Complete other tasks as assigned

Required Qualifications
  • Bachelor's degree required; Master's degree preferred.
  • Minimum of five (5) years of healthcare operations, workforce management, scheduling, or related experience.
  • Minimum of three (3) years of management experience with direct responsibility for employee performance, staffing, and operational outcomes.
  • Experience leading high-volume scheduling operations in a healthcare environment.
  • Home Health, AFC, GAFC, Senior Care, or community-based healthcare experience required.
  • Demonstrated experience developing and implementing operational strategies and process improvements.
  • Strong leadership, coaching, change management, and employee development skills.
  • Experience managing departmental performance metrics and workforce planning initiatives.
  • Proficiency with scheduling systems such as CareCenta or similar workforce management platforms.
  • Strong analytical, organizational, communication, and problem-solving skills.
  • Ability to make independent business decisions and manage competing priorities in a fast-paced environment.
  • Experience supporting elders and individuals with disabilities preferred.
  • Bilingual skills strongly preferred.

Work Environment and Physical Requirements
  • Office-based work in a clean well-lit environment with fluctuating temperatures near others.
  • Client-facing field staff and community liaisons require frequent travel to client homes or community settings; ability to drive safely; work in client homes may involve varying temperatures, odors, allergens, pets, and other environmental factors.
  • Requires substantial periods of repetitive work utilizing a computer, monitor, keyboard, and mouse.
  • Requires lifting and carrying equipment and supplies weighing up to 35 pounds; requires pushing and pulling equipment and supplies weighing up to 35 pounds; requires walking and standing; requires frequent sitting more than 75% of the workday; requires the ability to negotiate stairs; requires visual acuity and manual dexterity to operate equipment.

Perks and Benefits:
  • Employer sponsored health Insurance with a generous employer match.
  • Dental and Vision Benefits.
  • Supplemental Benefits
  • Life, Accident, Critical Illness and Disability Insurance.
  • 401K with a 5% company match.
  • Accrued Paid-Time-Off.
  • Ten company paid holidays.
  • Wellness Benefits.
  • Tuition Reimbursement.
  • Supportive team structure and company culture with a focus on work/life balance.

Vitra Health is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Apply