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Call Center Workforce Management Jobs (NOW HIRING)

Intelicare Direct

Call Center Supervisor

San Diego, CA · On-site

The Call Center Supervisor manages a team of Membership Care/Customer Service Agents and Team Lead ... Minimum of three (3) years of experience in a call center workforce department * High attention to ...

Essilor

Workforce Management Specialist

Dallas, TX

Monitor key call center systems to look for alarms or call delivery failures. Work with leadership ... Exposure to workforce management software and processes This posting is for an existing vacancy ...

AltaMed

Manager, Workforce Management

Anaheim, CA

$100K - $120K/yr

Job Overview The Manager, Workforce Management position is responsible for all the day-to-day operations within the call center to help ensure staffing needs and service metric goals are achieved.

Gesher Human Services

Call Center Supervisor

Detroit, MI · On-site

$50K - $65K/yr

DEPARTMENT - Workforce Development SUPERVISOR - Community Engagement/Business Manager Gesher Human ... GENERAL The Call Center Supervisor provides day-to-day leadership, coaching, and quality oversight ...

Dabella

Call Center Systems Manager

Austin, TX · On-site

$100K - $120K/yr

You'll partner closely with Call Center Leadership, IT, Data Analytics, and Enterprise Applications ... Experience with workforce management and analytics tools * Familiarity with platforms such as ...

DaBella

Call Center Systems Manager

Austin, TX · On-site

$100K - $120K/yr

You'll partner closely with Call Center Leadership, IT, Data Analytics, and Enterprise Applications ... Experience with workforce management and analytics tools * Familiarity with platforms such as ...

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

As of Jun 21, 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

Call Center Manager

Perfect Placement Group, LLC

Mechanicsville, VA

$80K - $90K/yr

Full-time

Posted 2 days ago

Job description

Call Center Manager

Location: Mechanicsville, VA

Compensation: $80,000 - $90,000


Position Summary


A growing national distribution organization is seeking an experienced Call Center Manager to a lead a high-volume customer service operation in the Richmond/Mechanicsville area. This position is responsible for the day-to-day management, performance, and development of a large customer support team consisting of frontline supervisors and customer service representatives.

The ideal candidate will bring proven experience leading call center operations with 50+ associates, a strong understanding of call center performance metrics, and the ability to build a culture of accountability, coaching, and continuous improvement.


Responsibilities

  • Lead and develop a call center operation consisting of 50+ customer service associates and frontline supervisors.
  • Drive performance against key call center metrics including Service Level Agreements (SLA), Average Handle Time (AHT), Average Speed of Answer (ASA), quality scores, customer satisfaction, and productivity goals.
  • Partner with Workforce Management (WFM) teams to ensure staffing levels align with business demands and service expectations.
  • Monitor operational performance and implement corrective actions when targets are not achieved.
  • Coach, mentor, and develop supervisors and team members to improve performance and engagement.
  • Conduct interviewing, hiring, onboarding, performance evaluations, coaching, corrective actions, and terminations.
  • Foster a culture of accountability, teamwork, customer focus, and continuous improvement.
  • Utilize reporting tools and technology to identify opportunities to improve efficiency and customer experience.
  • Collaborate with cross-functional teams to support operational and customer service initiatives.
  • Analyze trends and performance data to drive informed business decisions.
  • Assist in resolving complex customer issues and escalations while maintaining a high level of customer satisfaction.
  • Develop and deliver coaching, training, and performance improvement plans for supervisors and team members.
  • Partner with sales, operations, and other business functions to improve customer experience and support business objectives.


Qualifications

Required

  • Minimum 5 years of call center leadership experience.
  • Experience managing a call center operation with at least 50 associates and multiple frontline supervisors.
  • Strong understanding of call center KPIs including SLA, AHT, ASA, occupancy, adherence, quality, and customer satisfaction metrics.
  • Experience working closely with Workforce Management teams.
  • Proven success leading, coaching, developing, and holding employees accountable.
  • Strong analytical, organizational, and problem-solving abilities.
  • Excellent communication and leadership skills.
  • Proficiency with call center technologies, reporting systems, and Microsoft Office applications.

Preferred

  • Bachelor’s degree in Business, Management, Operations, or a related field.
  • Experience leading large customer service operations in distribution, logistics, retail, healthcare, financial services, telecommunications, or similar environments.
  • Demonstrated success implementing operational improvements and driving measurable performance gains.
  • Experience in automotive, distribution, aftermarket parts, or related industries.
  • Bilingual English/Spanish communication skills.


Compensation & Benefits

  • $80,000 - $90,000 annual salary
  • Comprehensive benefits package
  • Stable, growth-oriented organization
  • Opportunity to lead a large customer-facing operation and make a significant impact