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Call Center Workforce Management Jobs in Ohio (NOW HIRING)

Macy's

Manager, Workforce Real Time Operations

Mason, OH · On-site

$67K - $112K/yr

Strong understanding of contact center workforce management disciplines, including real-time management, scheduling, forecasting, staffing optimization, and service level management. Contact Center ...

Macy's

Manager, Workforce Real Time Operations

Mason, OH · On-site

$67K - $112K/yr

Strong understanding of contact center workforce management disciplines, including real-time management, scheduling, forecasting, staffing optimization, and service level management. Contact Center ...

Syncrotist

Call Center Representative

Dayton, OH · On-site

Call Center Support Representative Syncrotist - Dayton, OH Starting at $14-15/hour | Growth to $20 ... Managing high-volume inbound calls * Supporting caregiver scheduling and urgent escalations

Amicis Global

Call Center Representative

Columbus, OH · On-site

$15.50 - $19.25/hr

Call Center Representative Location: Columbus, OH Duration: 6+ Months Duties may include: Engage ... Top Skills Manager is Looking For: Attention to detail, dependable, service-oriented, self-starter ...

Collabera

Call Center Representative

Mason, OH · On-site

$15 - $18.75/hr

... managed services and direct placement services to global 2000 corporations. For consultants and ... INTERNAL - Call Center associates and other EyeMed functional areas EXTERNAL - Members/Providers ...

Syncrotist

Call Center Representative

Dayton, OH · On-site

$20/hr

Call Center Support Representative Syncrotist - Dayton, OH Starting at $14-15/hour | Growth to $20 ... Managing high-volume inbound calls * Supporting caregiver scheduling and urgent escalations

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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 Ohio?

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

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

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

Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in Ohio as of August 2026, with employment types broken down into 100% Full Time. Highlights an 60% In-person, and 40% Remote job distribution.

Customer Service Representative I (Call Center)

Impact Community Action

Columbus, OH • On-site

$18/hr

Full-time

This job post has expired today. Applications are no longer accepted.

Job description

Title: Customer Service Representative I (Call Center)
Classification: Non-Exempt
Reports to: Program Manager - Supportive Services/Call Center
Job Summary: Works directly with customers on an individual basis and/or provides program and general Agency information via telephone, e-mail and chat in a call center environment. Identifies additional customer needs and makes recommendations for referrals to additional programs. Provides customer education and referrals on a variety of topics.
Job Responsibilities:
  • Greets, directs, and informs customers of all agency program by phone (Call Center), e-mail, or chat. Specific time will be spent educating customers on the Home Energy Assistance Program (HEAP), Community Service Block Grant Programs (CSBG), Percentage of Income Payment Program Plus (PIPP+) and other fuel fund and all other agency programs.
  • Accurately enters customers' program required information into the computerized database and files.
  • Understands program eligibility guidelines in order to process applications for HEAP, CSBG, and all other agency funding sources.
  • Print, scan and upload error-free applications containing customer's signatures and provides completed application and required documentation into the OCEAN/Salesforce system and our internal electronic storage.
  • Submits daily logs/notes on case file status to the Emergency Assistance Management team and/or Director.
  • Attends initial orientation and periodic training sessions as required to enhance Agency and program knowledge.
  • Provides a quality customer service experience for all customers by providing compassionate, active listening, and responding to customers' needs in a timely manner.
  • Makes referrals to other internal and external programs as needed.
  • Makes referrals to other community resources as appropriate.
  • Position meets required productivity standards established by management for taking application from target population.
  • CSR I candidate must be able to complete various duties while simultaneously maintaining each program's processes rules and guidelines with a sense of urgency.
  • Managing large amounts of inbound and outbound calls in a timely manner.
  • Following call center "scripts" when handling different topics.
  • Identifying customers' needs, clarify information, research every issue and providing solutions.
  • Assumes other duties assigned by the Program Manager, Director and/or the executive leadership.

Working Conditions and Physical Requirements:
High-volume customer service office and/or call center environment serving low-income people in crisis; and managing calls for all Agency staff and programs. Requires ability to operate telephone and personal computer for extended periods of time. May work some Saturdays and extended office hours. Occasional travel.
Competencies and Knowledge, Skills, and Abilities:
  • Patient, Even-tempered
  • Integrity and Trust
  • Action Oriented
  • Drive for Results
  • Strong Interpersonal Skills
  • Decision Quality
  • Problem Solving
  • Process Management
  • Excellent Customer Service Skills, in particular de-escalation
  • Flexibility
  • Verbal, Written Communication Skills
  • Listening; Ability to communicate complex funding rules to the customer's level of understanding
  • Technical Skills (e.g., PC applications)
  • Functional Knowledge and Skills - examples:
  • Knowledge of program eligibility guidelines, call center and applications processes

Minimum Education and Qualifications:
  • High School diploma or G.E.D.
  • Valid Ohio Driver's License and reliable transportation and ability to meet Agency insurance policy
  • Previous experience in a customer service role
  • Track record of over-achieving quota
  • Strong phone and verbal communication skills along with active listening
  • Preferred:
  • Prior non-profit/community action agency/human services/call center/Salesforce systems experience

Equal Opportunity Statement:
IMPACT Community Action recognizes that a diverse workforce enhances the organization in many ways. We are committed to providing equal employment opportunities that foster diversity and meaningful experiences.

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