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Call Center Workforce Management Jobs (NOW HIRING)

RennerBrown Staffing

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Lead Call Center Analyst

Blue Bell, PA · On-site

$35 - $40/hr

Qualifications * 5+ years of experience in call center analytics, workforce management, business analysis, or contact center operations. * Experience leading projects and influencing cross-functional ...

DivIHN

Workforce Management Specialist

Milwaukee, WI · On-site

This individual will report to the Care Center Operations Senior Team Leader. Will primarily be ... call taking, including scheduling, mentoring and floor walking (50-70%) Real-Time Resource ...

Zoro

Real Time Specialist

Chicago, IL · On-site

$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 ...

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 ...

BCForward

Call Center Representative

Austin, TX · Remote

$18 - $20/hr

Call Center Representative Worksite: Remote Duration: 5+ months with possible extension Start Date ... and workforce management expert, to fuel the development and execution of core business and ...

MCI Careers

Call Center Sales Manager

Las Cruces, NM · On-site

$50K - $60K/yr

The Call Center Sales Manager oversees all aspects of our call center team. As a sales manager, you ... Directs workforce management activities and sets performance goals and objectives accordingly

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

As of Jun 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 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
Lead Call Center Analyst

Lead Call Center Analyst

RennerBrown Staffing

Blue Bell, PA • On-site

$35 - $40/hr

Full-time

Medical, Dental

Posted 9 days ago

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Job description

Position Summary

We are seeking a Lead Call Center Analyst to oversee call center performance, reporting and operational improvements. This individual will serve as a key liaison between management, operations, and technical teams, providing actionable insights that drive customer service excellence, operational efficiency, and continuous improvement initiatives.


The ideal candidate will have strong analytical skills, experience working in a contact center environment, and the ability to lead projects, mentor team members, and influence business decisions through data-driven recommendations.


Responsibilities

  • Lead the analysis of call center performance metrics, including service levels, call volumes, average handle time, abandonment rates, customer satisfaction, and agent productivity.
  • Develop, maintain, and enhance dashboards, scorecards, and reporting solutions for leadership and operational teams.
  • Identify trends, performance gaps, and opportunities for process improvement through data analysis.
  • Conduct root cause analysis on service issues and provide recommendations to improve customer experience and operational performance.
  • Monitor key performance indicators (KPIs) and communicate findings to leadership through regular reporting and presentations.
  • Lead special projects focused on process improvement, automation, reporting enhancements, and technology optimization.
  • Mentor and provide guidance to junior analysts and team members.
  • Collaborate with business stakeholders to define reporting requirements and develop actionable business insights.
  • Ensure data integrity and accuracy across reporting platforms and systems.


Qualifications

  • 5+ years of experience in call center analytics, workforce management, business analysis, or contact center operations.
  • Experience leading projects and influencing cross-functional teams.
  • Experience with Excel, SQL, Power BI, Tableau, or similar reporting and analytics tools.
  • Experience working with contact center platforms such as Genesys, Five9, NICE, Avaya, Cisco, Amazon Connect, or similar technologies.
  • Strong understanding of call center KPIs, forecasting methodologies, and workforce planning concepts.
  • Excellent analytical, problem-solving, and communication skills.
  • Ability to present complex data and recommendations to leadership in a clear and concise manner.