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Wfm Call Center Jobs (NOW HIRING)

InteLogix

$80K - $97K/yr

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

ATR

Customer Care Manager

Los Angeles, CA · On-site

$80K - $112K/hr

The ideal candidate brings extensive Talkdesk Workforce Management (WFM) experience, deep call center leadership expertise, and a strong understanding of healthcare customer service operations.

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How much do wfm call center jobs pay per hour?

As of Aug 23, 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 a WFM call center professional?

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.

What are the key skills and qualifications needed to thrive as a WFM call center professional?

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.

How does a WFM call center professional 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.

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.

How do I get into a WFM call center?

To get into a WFM (Workforce Management) call center role, candidates typically need strong organizational and communication skills, experience with scheduling software, and an understanding of call center operations. Relevant certifications or training in workforce management tools like NICE or Verint can improve prospects, and previous experience in customer service or call center environments is often preferred.

Is Wfm call center a good career?

A WFM (Workforce Management) call center role involves scheduling, forecasting, and analyzing staffing needs to ensure efficient operations. It can be a stable career with opportunities for advancement, especially for those with strong organizational and analytical skills, and often requires familiarity with workforce management tools and software. The job typically offers regular hours and the potential for skill development in operations and data analysis.
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Wfm Call Center jobs near you
Infographic showing various Wfm Call Center job openings in the United States as of August 2026, with employment types broken down into 100% Full Time. Highlights an 50% In-person, and 50% Remote job distribution, with an average salary of $37,257 per year, or $17.9 per hour.

Verint Workforce Management (WFM) Product Specialist

CornerStone Technology Talent Services

Fort Worth, TX • On-site

Other

This job post has expired 1 day ago. Applications are no longer accepted.

Job description

Verint Workforce Management (WFM) Product Specialist

We are seeking an experienced Verint Workforce Management (WFM) Product Specialist to support a large-scale contact center modernization initiative. This is a product-facing, functional position focused on defining how forecasting, scheduling, capacity planning, adherence, and real-time workforce operations should be configured and managed within Verint WFM. This is not a software development position. The ideal candidate is a hands-on Verint WFM subject-matter expert who can translate contact center operational requirements into product requirements, configuration decisions, user stories, and acceptance criteria.

Key Responsibilities:

  • Serve as the subject-matter expert for Verint Workforce Management within a cross-functional product team.
  • Define WFM requirements across forecasting, scheduling, capacity planning, intraday management, adherence, and real-time monitoring.
  • Translate business needs into product requirements, user stories, and acceptance criteria.
  • Define WFM configuration rules, including shifts, skills, queues, service-level targets, adherence thresholds, and staffing logic.
  • Support forecasting and capacity planning using call volumes, average handle time, demand patterns, and staffing requirements.
  • Partner with technical teams on integrations across the broader contact center ecosystem, including ACD/routing, agent desktop, and reporting solutions.
  • Support testing, validation, rollout, and operational adoption of new WFM capabilities.
  • Identify opportunities to improve forecast accuracy, schedule quality, staffing efficiency, and overall WFM performance.

Required Qualifications:

  • 5+ years of relevant Workforce Management experience and 10+ years of overall professional experience.
  • Strong hands-on expertise with Verint Workforce Management (WFM).
  • Strong understanding of forecasting, capacity planning, scheduling, shrinkage, adherence, service levels, and FTE/staffing calculations.
  • Experience supporting WFM within a contact center or customer operations environment.
  • Experience translating operational requirements into structured product requirements.
  • Strong analytical skills with the ability to interpret workforce trends, metrics, and operational data.
  • Strong communication skills with the ability to work across product, operations, business, and technical teams.
  • Experience within banking or financial services.
  • Verint WFM certification or equivalent formal training.
  • Experience supporting a WFM platform migration or contact center transformation initiative.
  • Familiarity with omnichannel WFM across voice and digital channels.

Ideal Candidate:

The ideal candidate combines deep hands-on Verint WFM knowledge with a product-oriented mindset. You understand how contact centers actually use workforce management technology and can advise stakeholders on how Verint should be configured to achieve service-level, staffing, agent experience, and cost-efficiency objectives.

Additional Information:

  • Hybrid work environment U.S. Central Time business hours
  • Travel required
  • Video interview process
  • Additional Requirements: Must be authorized to work in the United States without current or future sponsorship. No unsolicited third-party (C2C/C2H) submissions will be accepted.

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