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Call Center Workforce Management Jobs in Massachusetts

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 ...

Atlantic Group

Call Center Representative

Reading, MA · On-site

$17 - $21/hr

Manage a high volume of calls while maintaining professionalism, accuracy, and attention to detail ... Comfortable working with computers, customer relationship management (CRM) systems, call center ...

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Berkshire Bank

Quality Assurance Specialist

Medford, MA · On-site

$21.55 - $36.63/hr

Minimum 2 years' Call Center experience Skills & Knowledge: * Customer service/sales skills * Have working knowledge of workforce management software * Proven track record of working in high traffic ...

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 ...

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Call Center Workforce Management information

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

As of Aug 31, 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 100% Full Time. Highlights an 60% In-person, and 40% Remote job distribution, with an average salary of $40,689 per year, or $19.6 per hour.

Call Center Manager

Marlborough, MA • On-site

Automated Health Systems, Inc.
IT Services • 501 - 1,000 employees

6.0

Company rating: 6.0 out of 10

Based on 42 frontline employees who took The Breakroom Quiz

194th of 226 rated it services

Paid breaks

Recommended by parents

Respectful managers

Learn more about Automated Health Systems, Inc.external

Full-time

Medical, Dental, Vision, Retirement

Re-posted 7 days ago

Job description

Automated Health Systems is seeking a Call Center Manager to support contact center operations and staff leadership to support the Mass Health Medicaid project. This position is an onsite.
Benefits
  • Health, dental, and vision insurance
  • 401(k)
  • Employee wellness program
  • Training and career growth opportunities

Responsibilities
  • Support oversight of daily contact center operations
  • Supervise contact center supervisors and staff
  • Monitor service level metrics and operational performance
  • Assist with staff scheduling and workforce coordination
  • Review reports and analyze operational trends
  • Support staff training and development
  • Monitor contact center systems and performance
  • Collaborate with leadership on operational improvements

Qualifications
  • Bachelor's degree in related field or equivalent experience required
  • 3-5 years of call center management experience
  • Experience in healthcare or human services preferred
  • Strong leadership and communication skills
  • Strong computer and reporting skills

Automated Health Systems is an Equal Opportunity Employer.

What Automated Health Systems employees say

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Hours and flexibility

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