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Call Center Workforce Management Jobs in Atlanta, GA

ASCENSUS

Call Center Representative

Atlanta, GA · Remote

$19/hr

As part of our Call Center hiring efforts, we're using a video screening process. To learn more and ... This step accelerates the interview process, moving qualified candidates to hiring manager ...

Socket.dev

Task Manager (Call Center Manager)

Atlanta, GA · On-site

$87 - $91/hr

Task Manager (Call Center Manager) Location: Atlanta, GA Who We Are: Ipsos is one of the world ... Work with Supervisors to implement targeted coaching and mentoring Workflow & Process Management

New

Georgia

Call Center Technician

Griffin, GA · On-site

$35K/yr

Call Center Technician Job Requisition ID: JR0000002444 Number of Openings: 1 Shift: Day (United ... Knowledge of BANNER and CRM platforms; Must have data entry skills and be able to work flexible ...

Verida, Inc.

Call Center Trainer - WI

Villa Rica, GA · On-site

$52 - $78/hr

Call Center Trainer - WI Admin Support Worker Villa Rica, GA, US 30+ days ago Requisition ID: 2525 ... Strong organizational, time management, and problem-solving skills. * Proficiency in Microsoft ...

Verida Inc

Call Center Trainer - WI

Villa Rica, GA · On-site

... management, and problem-solving skills. · Proficiency in Microsoft Office Suite (PowerPoint, Word ... call center experience. · Bilingual skills are a plus. --- Work Environment / Additional ...

RemX

Be Seen First

Onsite Call Center Specialist

Alpharetta, GA · On-site

$20/hr

RemX is hiring Onsite Call Center Specialist I Pay: $20 Hours: 8am to 5pm EST Address: Alpharetta ... Workforce Specialist: When our Talent is looking for their next opportunity, we know they are not ...

TeleSpecialists LLC

Call Center Agent

Brookhaven, GA · On-site

$14.75 - $19.25/hr

Call Center Agent / Navigator This in-office role at our Brookhaven (ATL) office is a midshift ... Coordinates and manages teleneurologists' schedules for rounding and teleneurology * Serve as an ...

Emory Healthcare

Call Center Associate

Tucker, GA · On-site

This role manages incoming calls, processes meal requests through room service diet software, and ... Call Center Operations * Answer incoming calls from patients and patient family members requesting ...

Emory Healthcare

Call Center Associate

Atlanta, GA · On-site

This role manages incoming calls, processes meal requests through room service diet software, and ... Call Center Operations * Answer incoming calls from patients and patient family members requesting ...

NJ Tech

call center representative

Atlanta, GA · On-site

$15.50 - $19.25/hr

Company Description NJTECH is a global managed IT service, IT consulting, and business solutions ... Call Center Representative Atlanta, GA Full Time Position Summary: The Service Delivery Consultant ...

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All JobsCall Center Workforce Management JobsCall Center Workforce Management Jobs in Atlanta, GA

Call Center Workforce Management information

See Atlanta, GA salary details

$10

$17

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

As of Sep 7, 2026, the average hourly pay for call center workforce management in Atlanta, GA is $17.23, according to ZipRecruiter salary data. Most workers in this role earn between $14.81 and $18.51 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 Atlanta, GA?

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

What job categories do people searching Call Center Workforce Management jobs in Atlanta, GA look for?

The top searched job categories for Call Center Workforce Management jobs in Atlanta, GA are:

Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in Atlanta, GA 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 $35,828 per year, or $17.2 per hour.

Customer Service Manager - Duluth, GA (onsite)

Larson-Juhl

Duluth, GA • On-site

$80K - $90K/yr

Full-time

Posted 9 days ago

Job description

Customer Service Manager
Reports To: Vice President, Operations                                                            
Work Location: Duluth, Georgia
Compensation: $80K-$90K + 10% Bonus EligibilityPosition SummaryThe Customer Service Manager leads the Customer Service team, ensuring efficient operations, strong service performance and a positive customer experience. This role is responsible for workforce planning, team development, operational reporting, and customer service effectiveness. The Customer Service Manager will use data and insights to improve service levels, support business decisions, and drive continuous improvement across the department.Key ResponsibilitiesTeam Leadership & Development
  • Lead the team in achieving department goals related to service levels, quality, call abandonment, productivity, and team member retention.
  • Prepare and administer team member performance reviews and address performance and conduct matters as needed.
  • Provide ongoing team member training and development through effective feedback and follow-up.
  • Participate in the hiring and onboarding of new Customer Service Representatives, including applicant interviews and training.
  • Lead team meetings, communicate departmental priorities, and participate in cross-functional business meetings.
Workforce Planning & Labor Management
  • Manage workforce scheduling and labor utilization through ADP and workforce management tools, including reporting on current staffing trends and forecasting future labor needs.
  • Analyze workforce and call data to identify trends to support staffing, service, and business planning decisions.
Performance Reporting & Business Insights
  • Prepare and deliver timely, accurate, and concise operational reports to the Vice President of Operations on department performance, key initiatives, and operational results.
  • Monitor and report on KPIs, service levels, productivity, quality, financial performance, and customer experience metrics.
  • Monitor performance trends, identify root causes and improvement opportunities, and implement actions that strengthen service delivery and operational results.
  • Develop monthly and quarterly executive summaries highlighting departmental accomplishments, challenges, and priorities.
  • Maintain dashboards and reporting tools that provide leadership with visibility into key performance metrics.
Operations, Technology & Continuous Improvement
  • Drive continuous improvement initiatives that enhance customer experience, operational efficiency, and service performance.
  • Manage and optimize the Five9 call center and IVR platforms, improving call routing, reporting, customer experience, and service performance.
  • Escalate operational issues, service disruptions, and emerging risks in a timely manner.
  • Track progress against strategic initiatives, project milestones, and departmental objectives to ensure alignment with company goals.
QualificationsRequired Experience
  • 5+ years of progressive customer service, call center, or customer experience leadership experience, including direct people management.
  • Experience managing remote, hybrid, or geographically dispersed teams.
  • Demonstrated experience leading KPI-driven teams with accountability for customer satisfaction, service levels, quality, productivity, and team member engagement metrics.
  • Experience developing workforce forecasts, labor plans, budgets, and operational reporting.
  • Experience managing service recovery programs, escalated customer issues, and continuous improvement initiatives.
  • Experience implementing process automation, workflow optimization, or self-service technologies within a customer service environment.
Technology & Analytical Skills
  • Strong understanding of call center technologies, including CRM platforms, workforce management tools, IVR systems, and multichannel customer support environments.
  • Experience with Five9, Microsoft Dynamics CRM, Power BI, and Microsoft Office applications preferred.
  • Proven ability to analyze operational performance data, identify trends, and implement corrective actions that improve customer experience and operational efficiency
 Knowledge, Skills & Leadership CompetenciesCompetencyWhat It Looks LikeCustomer Service LeadershipAbility to lead a customer service team with accountability for service, quality, productivity, and customer experience results.People Leadership & CoachingStrong leadership, coaching, and talent development skills with a track record of improving team performance and engagement.Workforce PlanningAbility to evaluate staffing trends, forecast labor needs, and align schedules and resources with service demand.Operational & Financial AcumenAbility to monitor performance, financial results, labor utilization, and department priorities to support business decisions.Technology & AnalyticsAbility to use call center, CRM, workforce management, reporting, and dashboard tools to improve visibility and performance.Communication & CollaborationAbility to present performance results and recommendations to senior leadership and collaborate across Sales, Operations, IT, Supply Chain, and other cross-functional teams.Values & CultureConsistently demonstrates the Larson-Juhl values.
Larson-Juhl is a values-based organization, built on a rich history of artisanship and service.
We believe the customer always comes first and in delivering a seamless experience that provides customers with end-to-end solutions and unmatched quality and service. Our responsibility as the global leader is to operate in the most environmentally, ethically, and socially responsible manner to ensure a sustainable future for our business, team members, and partners throughout the custom framing industry.
 
Larson-Juhl Values
Customer always comes first.
Fair and Honest in all dealings.
Respect for the individual.
Excellence in products and service.
Rewards tied to performance.
Leadership by example.

IMPORTANT: By submitting your resume online, you hereby authorize Larson-Juhl to contact, obtain, and verify the accuracy of the information contained in this application from all current and/or previous employers, references, and educational institutions. You also hereby release from liability Larson-Juhl and its representatives for seeking, gathering, and using such information to make employment decisions and all other persons or organizations for providing such information.
You understand that any misrepresentation or material omission made by you on your application will be sufficient cause for cancellation of this application or immediate termination of employment if you are employed, whenever it may be discovered.

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