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Call Center Workforce Management Jobs (NOW HIRING)

Zoro

Real Time Specialist

Chicago, IL

$17.25 - $21.75/hr

The Call Center Workforce Management (WFM) Real-Time Specialist will partner with the Workforce Management team, to monitor real time inbound call and email traffic to ensure optimum efficiencies and ...

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Medicount Management, Inc.

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Patient Billing Call Center Manager

Evendale, OH · On-site

$50K - $55K/yr

POSITION OVERVIEW We are seeking an experienced Patient Billing Call Center Manager with a proven ... Prior experience with workforce management software or call recording and quality monitoring ...

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

As of May 31, 2026, the average hourly pay for call center workforce management in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What is a Call Center Workforce Management job?

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 key skills and qualifications needed to thrive in the Call Center Workforce Management position, 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 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.
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Call Center Workforce Management jobs near you

Operations Manager - Call Center

InteLogix

Rocky Mount, NC • On-site

Full-time

Posted 13 days ago

InteLogix rating

5.0

Company rating: 5.0 out of 10

Based on 26 frontline employees who took The Breakroom Quiz

195th of 203 rated it services

Job description

Who we are:

InteLogix is a leading provider of integrated solutions, utilizing cutting-edge technology to provide exceptional customer experiences. Our commitment to excellence and innovation has enabled us to redefine industry standards and create brighter futures for our clients and their customers. We are dedicated to making lives better through our empathetic customer engagement and advocacy for our clients' brands and reputations.

InteLogix is currently hiring a call center Operations Manager in Rocky Mount, North Carolina.

The Operations Manager is responsible for ensuring client program performance, production schedules, quality standards, and financial objectives are consistently met or exceeded. This role provides day-to-day leadership of production personnel, drives operational excellence, and partners closely with internal teams and clients to deliver high-quality, compliant, and financially sound program outcomes.

Responsibilities:

  • Manage all standard operating procedures (SOPs) related to the client program, ensuring consistent administration of company policies and procedures.

  • Provide ongoing coaching, training, motivation, accountability, and performance management to team members and leaders.

  • Ensure timely completion of performance evaluations and delivery of corrective actions in accordance with company policy.

  • Conduct interviews and support staffing decisions for the client program.

  • Develop a thorough understanding of client program requirements, performance metrics, and company product measurements, implementing procedures to improve results.

  • Maintain working knowledge of all systems supporting program operations, including ACD, IVR, scheduling, reporting, and monitoring tools.

  • Build and maintain strong working relationships with internal departments, external partners, and clients.

  • Ensure clear, consistent communication and implementation of all client program updates and changes.

  • Partner with the Quality Manager to align operational practices with client expectations and quality standards.

  • Serve as the primary point of contact for daily client communications, providing updates, feedback, and recommendations.

  • Ensure full understanding and compliance with all contractual obligations, including participation in RFP/RAB processes as needed.

  • Support prospective client presentations and business development initiatives.

  • Assist with the preparation and management of monthly and annual program budgets.

  • Oversee financial processes, including payroll, accounts payable, accruals, revenue tracking, expense reporting, and invoice generation and approval.

  • Lead staffing forecasts, scheduling, and volume projections using the call center's workforce management tools.

  • Identify opportunities for continuous improvement, best practices, and revenue growth.

  • Develop and support short- and long-term business planning for the client program.

  • Maintain focus and adaptability in a fast-paced, changing environment while meeting performance goals and deadlines.

  • Perform additional duties as assigned by management.

Qualifications:

  • Minimum of two (2) years of call center experience; prior supervisory experience required

  • High School Diploma or GED required; college degree in Management or a related field preferred

  • Self-motivated, enthusiastic, and ambitious with a strong leadership mindset

  • Proven ability to train, coach, and motivate others

  • Demonstrated knowledge of company policies and the ability to apply them consistently

  • Strong multitasking, time management, and organizational skills

  • Excellent verbal and written communication skills, with the ability to speak clearly and write concisely

  • Effective listening skills with the ability to interpret and manage a constant flow of information

  • Ability to work with and apply basic mathematical concepts

  • Proven capability to handle difficult customer interactions and respond effectively to inquiries

  • Strong problem-solving skills and the ability to address issues as they arise

  • Ability to maintain focus and concentration for extended periods of time

  • Demonstrated ability to perform effectively in a high-stress, fast-changing environment

  • Ability to remain alert and meet deadlines and performance goals

  • Consistent adherence to company policies, procedures, work schedules, and punctuality requirements

  • Willingness to travel to any of the program's three site locations as needed, sometimes with short notice

  • Flexibility to work remotely on occasion while maintaining regular in-office leadership presence

  • Availability for evening or weekend work as needed to support program and team continuity

  • Comfort and effectiveness in managing onsite and remote employees while maintaining visibility, engagement, and accountability

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