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Wfm Call Center Jobs (NOW HIRING)

Zoro

Real Time Specialist

Chicago, IL

$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 ...

Miratech

Genesys Cloud Architect

Texas City, TX · On-site +1

$55.50 - $70.75/hr

... contact center solutions * Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and ...

Maximus

WFM Manager - Nashville, TN

Nashville, TN · On-site

As a WFM Manager, you will lead all workforce management functions, including forecasting, staffing ... Call Center performance. - Generate reports in accordance with schedules and provide reports ...

Miratech

Genesys Cloud Architect

Texas City, TX

$55.50 - $70.75/hr

... contact center solutions * Strong knowledge of: IVR, call flows, and routing strategies; Omnichannel solutions (voice, chat, email, messaging); Workforce Management (WFM), call recording, and ...

OneMain Financial

Call Delivery Specialist

Tempe, AZ

$80K - $80K/yr

The specialist works closely with Strategy, Governance, WFM, and Technology teams to support daily ... HS Diploma/GED * 1-3 Years call center operations experience * Ability to work a flexible schedule ...

OneMain Financial

Call Delivery Specialist

London, KY

$69K - $70K/yr

The specialist works closely with Strategy, Governance, WFM, and Technology teams to support daily ... HS Diploma/GED * 1-3 Years call center operations experience * Ability to work a flexible schedule ...

InteLogix

$80K - $85K/yr

Familiarity with WFM, financial systems, and call center reporting platforms preferred

hcmportal

Manager, Experience Center

Overland Park, KS · On-site

Familiarity with call center platforms including IVR, CRM, WFM, and telephony systems (preferred) * Exposure to process improvement methodologies such as Lean or Six Sigma (preferred) Why Choose ...

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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.
Real Time Specialist

Real Time Specialist

Zoro

Chicago, IL

$17.25 - $21.75/hr

Other

PTO

Posted 11 days ago

Job description

Job Summary:

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 will work to ensure acceptable service levels, abandon rates, and active rates. The candidate should have good knowledge of RTA, scheduling, rostering, real-time monitoring, tracking, documenting. An understanding and ability to report metrics like service level, occupancy, shrinkage, staffing requirements etc., is also expected. This position is also responsible for intraday analysis of call flow together with monitoring and adjusting staff resources to meet volume demands and performance goals. On a regular and continuous basis, the WFM Real-Time Specialist must exercise judgment, integrity, and assume responsibility for decisions, consequences and results having an impact on people, cost, and quality of service within the organization.

Duties and Responsibilities: 

  • Assists in ensuring staffing levels are appropriate for projected work volumes across assigned Service Centers. Accuracy is critical in this role.
  • Provide recommendations for reallocating staffing resources to adjust for volumes that are outside the projections.
  • Communicates and educates agents on scheduling/forecasting and software information as related to service level management.
  • Analyzes adherence and makes appropriate decisions to reduce future variation in the customer experience.
  • Communicates efficiently and effectively to leadership for adherence related issues and service level changes.
  • Assists in approval of paid time off to ensure staffing levels are in alignment with Service Level commitments.
  • Reports key statistics and trends to management regularly.
  • Receive on-the-fly communications, determine the impact to Service Level, and work with management to fill any schedule gaps.
  • Make staffing schedule decisions after analyzing trends and patterns of service level goals.
  • Train new hires and all employees to understand scheduling and service levels.

Minimum Qualifications:

  • Ability to work core business hours in Central Time zone starting as early as 6:00 am and ending as late as 5:00 pm. 
  • The position requires a High School diploma or equivalent, Bachelor's degree is preferred.
  • 1-3 years experience within WFM, scheduling, management, or customer service center environment. 
  • Working knowledge or ability to learn Workforce Management Systems, including Verint, Aspect, Genesys, Calabrio.
  • Proficiency in GSuite programs including Excel, Google Sheets, Slides, Docs, and Gmail.
  • Excellent organization skills, time management, confidentiality, and high attention to detail. Must be proactive, able to multitask, and work with little or no supervision.
  • Effective communicator; comfortable interacting with peers, leadership, and internal partners in a professional manner in person and via written communication.

Required Qualifications:

  • Knowledge of contact center metrics, key performance indicators, agent behavioral trends (shrinkage), and other factors that affect queue and adherence reporting.
  • Ability to do a root-cause analysis as it relates to real-time management.
  • Ability to make sound decisions quickly in a fast-paced work environment.
  • Strong interpersonal skills and the ability to communicate with many different levels of employees.
  • Excellent verbal and written skills; high accuracy of work; fosters open two-way communication;
  • Excellent basic math skills (addition, subtraction, division).
  • Be a problem solver; highly organized; works independently as well as with a team.

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