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Call Center Workforce Management Jobs (NOW HIRING)

Cogeco

Analyst, Workforce Management

Berwick, PA · On-site

A previous background in Contact Centre Management and Workforce Management is an asset. * A ... Strong understanding of call centre procedures, processes and technologies preferred. * Must be ...

Slide Insurance

Workforce Management Analyst

Tampa, FL · On-site

Bachelor's degree in Mathematics, Economics, Business Analytics, or a related field * 2+ years of workforce management experience in a high-volume call center * Experience with cloud-based contact ...

Cogeco

Analyst, Workforce Management

Belmont, NH · On-site

A previous background in Contact Centre Management and Workforce Management is an asset. * A ... Strong understanding of call centre procedures, processes and technologies preferred. * Must be ...

Cogeco

Analyst, Workforce Management

Groton, CT · On-site

A previous background in Contact Centre Management and Workforce Management is an asset. * A ... Strong understanding of call centre procedures, processes and technologies preferred. * Must be ...

MCI Careers

Call Center Sales Manager

Las Cruces, NM

$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

MCI Careers

Call Center Sales Manager

Wichita, KS · On-site

$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

MCI Careers

Call Center Sales Manager

Wichita, KS · On-site

$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

MCI Careers

Call Center Sales Manager

Wichita, KS

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

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

MCI Careers

Call Center Sales Manager

Wichita, KS · On-site

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

MCI Careers

Call Center Sales Manager

Wichita, KS

$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

MCI Careers

Call Center Sales Manager

Las Cruces, NM · On-site

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

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

Cogeco

Analyst, Workforce Management

Saluda, VA · On-site

A previous background in Contact Centre Management and Workforce Management is an asset. * A ... Strong understanding of call centre procedures, processes and technologies preferred. * Must be ...

Cogeco

Analyst, Workforce Management

Aiken, SC · On-site

A previous background in Contact Centre Management and Workforce Management is an asset. * A ... Strong understanding of call centre procedures, processes and technologies preferred. * Must be ...

Cogeco

Analyst, Workforce Management

Johnstown, PA · On-site

A previous background in Contact Centre Management and Workforce Management is an asset. * A ... Strong understanding of call centre procedures, processes and technologies preferred. * Must be ...

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

As of Jun 1, 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

Call Center Manager

Serenity Mental Health Centers

Farmers Branch, TX • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 24 days ago

Job description

Want to Make a Difference for Others as a Leader in Healthcare? Welcome to Serenity.
If you've ever thought about a career in healthcare but didn't know where to start - this is your sign. Serenity Healthcare is redefining what mental wellness looks and feels like.
No Healthcare Experience? We've Got You.
We're not hiring for medical know-how - we're hiring leaders. If you can motivate a team, hit goals, and keep things running smoothly, you'll thrive here. Bring your people skills and drive - we'll teach you the rest.
The Role: Call Center Manager Las Colinas, TX
As Call Center Manager, you'll lead Serenity's patient support team of 100+ reps. You'll provide daily guidance, boost team performance, and streamline operations using practical strategy and data-driven decisions.
What You'll Be Doing:
  • Supervise and coach call center team to deliver top-tier patient service
  • Improve call center metrics while ensuring quality patient interactions
  • Monitor and analyze call center performance data to drive continuous improvement
  • Create and maintain standard operating procedures for patient communication
  • Lead training initiatives on healthcare regulations and company policies
  • Collaborate with clinical teams to ensure seamless patient care coordination
  • Manage schedules to ensure coverage across all time zones
  • Handle escalated patient concerns with empathy and resolution focus
  • Ensure HIPAA compliance and patient confidentiality in all interactions

What You Need:
  • 7+ years of call center management experience, healthcare setting strongly preferred
  • Solid working knowledge of Workforce Management systems and practices
  • Excellence in developing and motivating customer service teams
  • Data-driven approach to performance management and process improvement
  • Track record of improving customer satisfaction metrics and team performance
  • Crisis management experience and ability to handle sensitive situations
  • Experience with healthcare scheduling systems and EMR platforms a plus
  • Strong understanding of HIPAA regulations and healthcare compliance requirements

Why You'll Love Working at Serenity:
  • Competitive pay based on experience
  • Luxe-level benefits: We cover 90% of medical, dental & vision
  • 401(k) - because your future deserves self-care too
  • 10 PTO days (15 days after first year) + 10 paid holidays to rest, reset, and recharge
  • Employee Referral Program
  • Opportunity for advancement and professional development

Who We Are:
Using advanced medical devices recently released to market, Serenity Healthcare gives our patients long-term success even when other treatments have failed. With evidence-based research and proven results to support us, we help patients take back their lives with a revolutionary technological approach to healthcare.
Serenity Healthcare is an equal opportunity employer - if you're qualified, you're welcome here. This position is contingent on successfully completing a criminal background check and drug screen upon hire.

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