ZipRecruiter

Log In

1

Call Center Workforce Management Jobs (NOW HIRING)

JMGK Enterprises LLC

Be Seen First

Outbound Call Center Manager

Boca Raton, FL ยท On-site

$25 - $45/hr

... workforce management, and quality assurance processes. ๏‚ท Experience on Confirmations for Outbound Call Center Preferred ๏‚ท Experience with predictive dialers and outbound campaign management. ๏‚ท ...

Intelicare Direct

Call Center Supervisor

San Diego, CA ยท 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 ...

ATR

Customer Care Manager

Los Angeles, CA ยท On-site

$80K - $112K/hr

The ideal candidate brings extensive Talkdesk Workforce Management (WFM) experience, deep call center leadership expertise, and a strong understanding of healthcare customer service operations.

Essilor

Workforce Management Specialist

Dallas, TX ยท On-site

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 ...

Gesher Human Services

Call Center Supervisor

Detroit, MI ยท 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 ...

Insurance Group

Be Seen First

Workforce Manager

Charlotte, NC ยท Remote

$98K - $112K/yr

... Management (WFM) function for a fast-paced contact center environment. This role oversees forecasting, capacity planning, scheduling, real-time operations, workforce analytics, and reporting to ...

next page

Showing results 1-20

All JobsCall Center Workforce Management Jobs

Call Center Workforce Management information

See salary details

$10

$17

$25

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

As of Jul 12, 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.

More about Call Center Workforce Management jobs
What cities are hiring for Call Center Workforce Management jobs? Cities with the most Call Center Workforce Management job openings:
What states have the most Call Center Workforce Management jobs? States with the most job openings for Call Center Workforce Management jobs include:
What job categories do people searching Call Center Workforce Management jobs look for? The top searched job categories for Call Center Workforce Management jobs are:
Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in the United States as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 76% Full Time, 17% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.
Call Center Supervisor

Call Center Supervisor

North South Consulting Group, LLC

Camp Lejeune, NC โ€ข On-site

Full-time

Posted 12 days ago

Job description

The Call Center Supervisor provides daily operational leadership for Customer Care Representatives and Shift Team Leads supporting the Wounded Warrior Call Center. The Supervisor oversees staffing, workload management, customer service quality, employee coaching, performance monitoring, and compliance with all contractual service requirements to ensure exceptional support for wounded, ill, and injured service members and their families.
**This position is contingent upon contract award**
Responsibilities
  • Supervise daily call center operations.
  • Manage employee schedules and staffing assignments.
  • Monitor service levels and ensure contractual response times are met.
  • Coach and mentor Customer Care Representatives and Shift Team Leads.
  • Review quality assurance findings and implement corrective actions.
  • Monitor productivity, attendance, and performance metrics.
  • Assist with hiring, onboarding, and employee development.
  • Resolve escalated customer concerns.
  • Coordinate with Government representatives regarding operational issues.
  • Ensure accurate documentation within MCWIITS.
  • Prepare operational reports and performance summaries.
  • Promote continuous improvement and customer service excellence.
Qualifications
  • Associate's degree or 5 years of equivalent experience.
  • US Citizenship and the ability to pass a federal background check.
  • Strong leadership and personnel management skills.
  • Experience managing workforce schedules in a 24/7 operation.
  • Knowledge of workforce management systems.
  • Excellent customer service and conflict resolution skills.
  • Ability to analyze operational metrics and implement improvements.
  • Strong communication and organizational skills.
  • Experience with Microsoft Office and electronic case management systems.
Desired Qualifications
  • Experience supporting military or government call center operations.
  • Experience supervising healthcare or social services customer support.
  • Familiarity with MCWIITS.
  • Experience with quality assurance and workforce management software.

Apply