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Call Center Workforce Management Jobs (NOW HIRING)

Point C

Workforce Manager

OR · On-site +1

Bachelor's degree in Business, Analytics, IT, or related field (or equivalent experience) * 2+ years' Workforce Management or call center analytics experience * Experience with WFM platforms (Zendesk ...

Selene Holdings

Workforce Management Specialist

The Workforce Management Specialist is responsible for monitoring and managing real-time workforce activity within the Contact Center to ensure employees are adhering to scheduled work assignments ...

Selene Holdings

Workforce Management Specialist

The Workforce Management Specialist is responsible for monitoring and managing real-time workforce activity within the Contact Center to ensure employees are adhering to scheduled work assignments ...

Curana Health, Inc.

Workforce Business Analyst I

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

AbsoluteCare

Call Center Supervisor - 3075

Baltimore, MD · On-site +1

Job Summary The Call Center Supervisor provides day-to-day leadership for a designated call center ... The Supervisor partners closely with Workforce Management to support schedule adherence, coverage ...

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 ...

OncoHealth

Call Center Supervisor

Workforce Management. * Oversee daily inbound call operations to ensure adequate coverage and ... Experience with call center platforms, case management systems, and workforce management tools ...

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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.

Workforce Manager

Point C

OR • On-site, Remote

Full-time

PTO

Posted 24 days ago

Job description

The Workforce Manager is responsible for supporting workforce management systems, forecasting workload demand, scheduling staff, and optimizing staffing efficiency across operations. This role ensures accurate reporting, system configuration, and performance monitoring to improve service levels, productivity, and operational outcomes.

Primary Responsibilities:

  • Analyze historical data to forecast call volume/workload trends
  • Develop short-term and long-term staffing models
  • Monitor real-time adherence and staffing levels
  • Recommend adjustments based on performance metrics
  • Build and maintain employee schedules
  • Manage shift bids, PTO planning, and staffing coverage
  • Support intraday management decisions
  • Ensure staffing aligns with service-level goals
  • Maintain Workforce Management platforms (e.g., Zendesk, ADP)
  • Configure queues, skills, schedules, and forecasting inputs
  • Troubleshoot system issues and partner with IT/vendors
  • Support upgrades and enhancements
  • Partner with operations leaders on staffing strategies
  • Identify efficiency improvement opportunities
  • Support workforce planning meetings / Maintain documentation and process workflows

Qualifications:

  • Bachelor's degree in Business, Analytics, IT, or related field (or equivalent experience)
  • 2+ years' Workforce Management or call center analytics experience
  • Experience with WFM platforms (Zendesk, HubSpot, Verint, NICE, Aspect, UKG, Genesys, etc.)
  • Advanced Excel skills (pivot tables, formulas, trend analysis)
  • Strong analytical and problem-solving ability
  • Attention to detail and data accuracy
  • Experience supporting multi-site or multi-channel environments preferred
  • SQL, Power BI, or Zendesk "CRM" experience preferred
  • Knowledge of forecasting models preferred
  • Healthcare, contact center, or operations background preferred

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