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Call Center Workforce Management Jobs in Texas (NOW HIRING)

Globe Life

Manager, Workforce Management

Mckinney, TX · On-site

Globe Life is looking for a Workforce Management Manager to oversee forecasting, scheduling ... Call center experience * Bachelor's degree or equivalent experience Company Description For more ...

BCForward

Call Center Representative

Austin, TX · On-site

$20/hr

Call Center Representative Location: Austin TX 78727 Duration: 10+ Months Contract Pay Rate: $20/hr ... and workforce management expert, to fuel the development and execution of core business and ...

Maximus

Manager - Workforce Planning

San Antonio, TX · On-site

... notify call center management and propose solutions. - Forecast for both call volumes and staff ... workforce and staffing forecasting - Intermediate to Advanced proficiency with Microsoft Excel or ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Required Experience: - 3-5+ years of experience in a call center, contact center, or workforce management role. - Meaningful experience in quality assurance, real-time operations, or vendor ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

Required Experience: - 3-5+ years of experience in a call center, contact center, or workforce management role. - Meaningful experience in quality assurance, real-time operations, or vendor ...

Windows USA

Call Center QA Manager

Irving, TX · On-site

$70 - $100/hr

Experience: 3-5+ years of experience in a call center, contact center, or workforce management role. * Meaningful experience in quality assurance, real-time operations, or vendor management. * Proven ...

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

As of Sep 6, 2026, the average hourly pay for call center workforce management in Texas is $16.69, according to ZipRecruiter salary data. Most workers in this role earn between $14.33 and $17.93 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 Texas?

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

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

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

What cities in Texas are hiring for Call Center Workforce Management jobs?

Cities in Texas 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 Texas as of August 2026, with employment types broken down into 100% Full Time. Highlights an 49% In-person, and 51% Remote job distribution, with an average salary of $34,710 per year, or $16.7 per hour.

Workforce Management Specialist

RoadVantage

Austin, TX

Full-time

Re-posted 13 days ago

Job description

Workforce Management Specialist
Job Description
Title: Workforce Management Specialist
Reports to: Claims Manager
Department: Claims
Direct Reports: No
Exempt Status: Non-Exempt
Job Purpose
We are looking for a detail-oriented Workforce Management Specialist to join our Claims Team. This role is responsible for managing workforce management applications, creating accurate staff forecasts and projections, generating performance and employee metric reports, and optimizing staffing levels to ensure service goals are consistently met. The ideal candidate has strong analytical skills and hands-on experience with WFM tools in a call center environment.

Essential Job Functions
  • Monitor real-time staffing conditions and make intraday adjustments to support service level goals
  • Maintain and audit employee schedules, time-off requests, and schedule changes within WFM systems
  • Analyze trends and provide recommendations related to staffing, scheduling, productivity, and operational efficiency
  • Support implementation and continuous improvement of workforce management processes and reporting tools
  • Prepare and analyze employee metric reports (attendance, performance, productivity, and quality metrics) to support staffing projections and operational decision-making
  • Create and maintain employee schedules
  • Partner with Claims leadership, training, and quality teams to align staffing plans with business objectives
  • Provide ad hoc reporting and workforce analysis as requested by leadership
  • Assist with capacity planning and budgeting for future hiring needs

Minimum Qualifications
  • 2–4 years of experience in Workforce Management, preferably in a call center or contact center environment
  • Strong experience with Workforce Management (WFM) systems and forecasting methodologies
  • Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, charts, data analysis)
  • Solid understanding of call center metrics (Service Level, AHT, Occupancy, Adherence, etc.)
  • Experience creating and analyzing employee performance and attendance reports
  • Strong analytical, organizational, and communication skills with the ability to present data-driven recommendations to leadership

Preferred Qualifications
  • Experience with the NICE InContact platform (highly preferred)
  • Familiarity with other WFM tools (e.g., NICE WFM, Verint, Genesys, or similar)
  • Experience with data visualization tools (Power BI, etc.)
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

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