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Call Center Workforce Management Jobs (NOW HIRING)

ATR

Customer Care Manager

Los Angeles, CA

$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.

Nearu

Director of Call Center Operations

Charlotte, NC · On-site

$120 - $150/hr

Director of Call Center Operations Company: NearU Services About Us: NearU Services is a people ... Evaluate and optimize call routing, workforce management, and technology platforms * Drive ...

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 ...

Infojini Inc

Workforce Management Analyst

Las Vegas, NV · On-site

Must have a basic understanding of call center and workforce management terminology and call center productivity metrics. Thorough knowledge of the WFM processes including forecasting, scheduling and ...

Curana Health, Inc.

Workforce Business Analyst I

$50K - $65K/yr

... call-related issues, and provide actionable insights that support business performance across ... Manage and maintain contact center workforce operations, ensuring appropriate staffing levels ...

A-Star Heat & Air

Be Seen First

Call Center Manager

Dallas, TX · On-site

$55K - $65K/yr

Monitor call queues, scheduling, staffing, and workforce management * Ensure service levels and ... Previous Call Center Manager experience preferred * HVAC, Plumbing, Electrical, or Home Services ...

Verida Inc

Call Center Manager (WI)

Villa Rica, GA · On-site

Responsible for leading day-to-day call center operations and workforce management activities to maximize human and technology resources while ensuring exceptional customer service, operational ...

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Call Center Workforce Management information

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

As of Aug 22, 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?

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.

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Call Center Workforce Management jobs near you
Infographic showing various Call Center Workforce Management job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 13% Part Time, and 2% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Customer Care Manager

ATR

Los Angeles, CA

$80K - $112K/hr

Full-time

Re-posted 28 days ago

Job description

Position: Customer Care Workforce Manager

Work Location: LA County, CA (Hybrid)

Department: Customer Care

Reports to: VP of Customer Experience

Compensation: up to $112,320

What We're Looking For:

The Customer Care Call Center Workforce Manager is responsible for optimizing workforce planning, scheduling, real-time operations, and performance management. This leader ensures the right resources are available at the right time to deliver exceptional patient and referral source experiences while meeting service level goals, productivity targets, and operational efficiency standards.

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

Requirements

5+ years of Workforce Management experience in a contact center environment.

3+ years of leadership experience managing workforce planning or call center operations teams.

Advanced experience with Talkdesk Workforce Management (WFM) and reporting tools.

Experience leading high-volume customer service or healthcare contact center operations.

Strong forecasting, scheduling, and capacity planning expertise.

Preferred Experience

Healthcare, DME, respiratory care, home health, or patient services experience.

Knowledge of patient intake, referral management, authorization, or customer care workflows.

Experience supporting multi-site or remote contact center teams.

Familiarity with healthcare compliance and HIPAA requirements.

What You'll Do:

Workforce Management & Capacity Planning

Develop short-term and long-term staffing forecasts using historical trends, seasonality, growth projections, and operational initiatives.

Manage workforce planning processes including forecasting, scheduling, shrinkage management, and staffing models.

Analyze call, chat, email, and other customer interaction volumes to ensure optimal staffing levels.

Create staffing recommendations and business cases for hiring, cross-training, and resource allocation.

Monitor adherence to schedules and service level performance.

Talkdesk Administration & Optimization

Serve as the primary Workforce Management subject matter expert for Talkdesk.

Configure and optimize Talkdesk WFM forecasting, scheduling, intraday management, and reporting tools.

Analyze Talkdesk performance metrics and identify opportunities for operational improvements.

Partner with IT and Operations teams to implement enhancements and support system upgrades.

Ensure accurate agent skill assignments, routing strategies, and workforce configurations.

Real-Time Operations Management

Lead intraday management activities to ensure achievement of:

Service Level Agreements (SLAs)

Average Speed of Answer (ASA)

Abandonment Rate

Occupancy

Adherence

Productivity Goals

Make real-time staffing adjustments based on changing business demands.

Coordinate overtime, voluntary time off, and schedule modifications as needed.

Customer Care Leadership

Partner with Customer Care leadership to align workforce strategies with operational goals.

Support frontline supervisors and managers through performance insights and workforce recommendations.

Develop reporting packages and executive dashboards.

Drive continuous improvement initiatives focused on customer experience, efficiency, and employee engagement.

Reporting & Analytics

Produce daily, weekly, monthly, and quarterly workforce performance reports.

Analyze trends and provide actionable recommendations to leadership.

Present workforce insights to senior leaders and operational stakeholders.

Establish KPIs and performance benchmarks across customer care operations.