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Wfm Call Center Jobs (NOW HIRING)

NextDeavor Inc.

Call Center Manager

Omaha, NE · On-site

$100K - $130K/yr

Experience using CRM systems and cloud-based call center platforms (VoIP, WFM, collaboration tools) * Excellent communication and leadership skills with the ability to manage across time zones Here ...

ibex

WFM Real Time Analyst

Crittenden, NY

The analyst manages the performance of the call center according to any contractual agreements and ... Provides the WFM Scheduling team future exceptions for scheduling in IEX in order to consistently ...

Pindrop

Solutions Engineer

... center solutions, including voice network design, authentication, WFM, call recording, fraud management, and enterprise speech processing. • Proven ability to thrive in fast-paced, dynamic ...

PODS

Workforce Management Specialist

Clearwater, FL · On-site

$72K - $73K/yr

Remote candidates will be considered for the right fit, but prior high-volume call center WFM experience is a must.** ESSENTIAL DUTIES AND RESPONSIBILITIES • Provide first point of contact service ...

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Wfm Call Center information

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How much do wfm call center jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for wfm call center 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 the difference between Wfm Call Center vs Call Center Supervisor?

AspectWfm Call CenterCall Center Supervisor
Primary RoleWorkforce management, scheduling, forecastingOversees daily call center operations and staff
Required SkillsData analysis, forecasting, scheduling toolsLeadership, communication, problem-solving
Work EnvironmentOffice-based, analytical tasksSupervisory, team management
Common CertificationsWorkforce management software certificationsCustomer service or management certifications

Wfm Call Center roles focus on planning and optimizing staffing levels using data analysis, while Call Center Supervisors manage daily operations and team performance. Both roles are essential in a call center environment but differ in responsibilities and skill sets.

What are the key skills and qualifications needed to thrive as a WFM (Workforce Management) Call Center professional, and why are they important?

To thrive as a WFM Call Center professional, you need strong analytical skills, attention to detail, and experience with forecasting, scheduling, and real-time management—typically supported by relevant education or prior call center operations experience. Proficiency with WFM software like NICE, Verint, or Genesys and knowledge of reporting tools such as Excel are commonly required. Excellent communication, problem-solving, and adaptability help you collaborate with teams and respond to dynamic call center environments. These skills ensure efficient staffing, optimal service levels, and smooth operations, directly impacting customer satisfaction and business outcomes.

What is a WFM (Workforce Management) role in a call center?

A WFM (Workforce Management) role in a call center involves planning, forecasting, scheduling, and monitoring staff to ensure the center operates efficiently. WFM specialists analyze call volumes, predict staffing needs, create employee schedules, and track real-time performance data. Their goal is to balance customer service levels with labor costs by making sure the right number of agents are available at the right times. They also help manage time-off requests, shift swaps, and adherence to schedules. Overall, WFM roles are critical for optimizing resources and maintaining high-quality service in call centers.

How does a Workforce Management (WFM) professional in a call center collaborate with different teams to optimize staffing and scheduling?

WFM professionals in call centers work closely with operations managers, team leaders, and HR to ensure staffing levels meet call volume demands. They use forecasting tools and real-time data to adjust schedules, communicate changes, and address staffing gaps promptly. Collaboration is ongoing, as WFM teams provide insights to help improve service levels while balancing employee needs and operational goals. Regular meetings and clear communication are essential to maintain alignment across all departments.
More about Wfm Call Center jobs
What cities are hiring for Wfm Call Center jobs? Cities with the most Wfm Call Center job openings:
What are the most commonly searched types of Wfm Call Center jobs? The most popular types of Wfm Call Center jobs are:
What states have the most Wfm Call Center jobs? States with the most job openings for Wfm Call Center jobs include:
What job categories do people searching Wfm Call Center jobs look for? The top searched job categories for Wfm Call Center jobs are:
Wfm Call Center jobs near you
Infographic showing various Wfm Call Center job openings in the United States as of May 2026, with employment types broken down into 4% Locum Tenens, 1% As Needed, 79% Full Time, 13% Part Time, and 3% 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.
Product Owner ( Call Center/WFM)

Product Owner ( Call Center/WFM)

Apex Systems

San Antonio, TX • On-site

Other

Medical, Dental, Vision, Life, Retirement

This job post has expired today. Applications are no longer accepted.

Job description

Job#: 3036285
Job Description:
Product Owner ( Call Center/WFM)
Location: San Antonio, Texas (Hybrid)
Role Overview
We are seeking a Product Owner to support initiatives within a Contact Center Technology environment, with a focus on Workforce Management (WFM) platforms. This role will drive the discovery, delivery, and performance of digital and technology products. The position involves collaborating with internal stakeholders to solve complex problems, improve customer experiences, and implement technology solutions that support call center operations, specifically focusing on forecasting, agent scheduling, and real-time adherence.
Work Environment
This position is based in San Antonio, TX and requires working onsite 4 days per week. Candidates must be local or willing to relocate independently. Relocation assistance is not available.
Key Responsibilities
  • Own and manage the product backlog for WFM-related capabilities, features, and enhancements.
  • Translate business and operational needs into product initiatives, features, and user stories focused on forecasting, scheduling, and adherence.
  • Partner with stakeholders across Technology, Operations, UX, and Business teams to deliver product solutions.
  • Drive product initiatives from concept through delivery and performance measurement.
  • Analyze contact center performance data, such as service levels, adherence, and staffing models, to inform decision-making.
  • Create business cases, hypotheses, and product roadmaps.
  • Communicate complex concepts and product updates to both technical and non-technical stakeholders.
  • Identify industry trends and best practices within contact center and WFM technologies.
  • Ensure risks are identified and managed in accordance with compliance and risk policies.
Required Qualifications
Candidates without the following experience will not be considered. This role requires hands-on Product Owner experience supporting Workforce Management (WFM) tools. Candidates with only general product management or call center operations experience, without direct WFM platform exposure, will not be considered.
Education: Bachelor's degree OR 4+ years of additional relevant experience.
Experience: 3+ years of Product Owner or Product Management experience. Direct, hands-on experience supporting Workforce Management (WFM) platforms within a contact center environment (e.g., NICE WFM / NICE CXone, Genesys WFM / Genesys Cloud, Verint, Calabrio). Experience delivering product features related to forecasting/capacity planning, agent scheduling, or real-time adherence/intraday management. Experience working in Agile environments, including backlog ownership and user story creation.
Skills: Strong communication and stakeholder management skills across business and technical teams.
Preferred Qualifications
  • Experience with broader contact center technologies (IVR, call routing, call recording, QA tools).
  • Understanding of contact center KPIs such as service level, AHT, occupancy, and adherence.
  • Experience within financial services, insurance, or high-volume customer service environments.
  • Exposure to AI-driven contact center technologies (chatbots, intelligent routing, predictive analytics).
  • Ability to analyze operational data and drive performance improvements.
Tools & Technologies
Highly preferred experience with WFM Platforms (NICE, Genesys, Verint, Calabrio), Agile Tools (Jira, Confluence), and Contact Center Tech (IVR systems, call routing platforms, QA tools).
Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.
Everforth Apex uses a virtual recruiter as part of the application process. Click for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at
Everforth Apex Benefits Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Everforth Apex team member can provide.
Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.
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