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Workforce Management Administrator Jobs (NOW HIRING)

DrFirst Inc.

Workforce Management Specialist

Position Overview The Workforce Management Specialist owns capacity planning, scheduling, and real ... platform administrators. What you will work on Capacity Planning and Forecasting * Build and ...

Netflix

OR

$115K - $190K/yr

Summary of the Role The Systems Analyst, CS Workforce Management, plays a critical role in ... Administer, maintain, and optimize the global Netflix WFM platform, ensuring reliability and ...

Netflix

OR

$115K - $190K/yr

Summary of the Role The Systems Analyst, CS Workforce Management, plays a critical role in ... Responsibilities Administer, maintain, and optimize the global Netflix WFM platform, ensuring ...

Netflix

Systems Analyst, CS Workforce Management

$115K - $190K/yr

Summary of the Role The Systems Analyst, CS Workforce Management, plays a critical role in ... Administer, maintain, and optimize the global Netflix WFM platform, ensuring reliability and ...

Netflix

Systems Analyst, CS Workforce Management

$115K - $190K/yr

Summary of the Role The Systems Analyst, CS Workforce Management, plays a critical role in ... Administer, maintain, and optimize the global Netflix WFM platform, ensuring reliability and ...

Metro One LPSG

Workforce Administrator

Union, NJ · On-site

The Workforce Administrator will analyze and report on intraday, daily, and weekly staffing levels ... REQUIREMENTS Client and Management Interface * Monitor all issues that impact service levels with ...

Metro One LPSG

Workforce Administrator

Atlanta, GA · On-site

Description The Workforce Administrator will analyze and report on intraday, daily, and weekly ... REQUIREMENTS Client and Management Interface * Monitor all issues that impact service levels with ...

Metro One LPSG

Workforce Administrator

Atlanta, GA

The Workforce Administrator will analyze and report on intraday, daily, and weekly staffing levels ... REQUIREMENTS Client and Management Interface * Monitor all issues that impact service levels with ...

Metro One LPSG

Workforce Administrator

NJ · On-site

Description The Workforce Administrator will analyze and report on intraday, daily, and weekly ... REQUIREMENTS Client and Management Interface * Monitor all issues that impact service levels with ...

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How much do workforce management administrator jobs pay per hour?

As of May 31, 2026, the average hourly pay for workforce management administrator in the United States is $28.56, according to ZipRecruiter salary data. Most workers in this role earn between $18.27 and $33.17 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Workforce Management Administrator, and why are they important?

To thrive as a Workforce Management Administrator, you need strong analytical skills, attention to detail, and experience with scheduling or resource planning, often supported by a relevant degree or equivalent work experience. Familiarity with workforce management software (such as Kronos, NICE, or Verint), Excel, and reporting tools is typically required. Excellent communication, problem-solving abilities, and adaptability help you collaborate with teams and respond to changing operational needs. These skills are vital for optimizing staffing, ensuring compliance, and maintaining efficient business operations.

How does a Workforce Management Administrator typically collaborate with other departments to optimize staffing levels?

A Workforce Management Administrator works closely with department managers, HR, and operations teams to forecast staffing needs and ensure optimal coverage. They analyze historical data and business trends to create schedules that align with workload demands, and regularly communicate with other teams to adjust staffing plans for special projects or unexpected changes. This collaborative approach helps maintain productivity, reduce overtime costs, and improve employee satisfaction by ensuring fair and efficient scheduling.

What does a Workforce Management Administrator do?

A Workforce Management Administrator is responsible for ensuring that staffing levels align with business needs by forecasting demand, scheduling staff, and monitoring attendance. They use specialized software to analyze workforce data, track performance metrics, and generate reports for management. Their role helps organizations optimize productivity, minimize labor costs, and maintain service quality by making sure the right number of employees are available at the right times.

What is the difference between Workforce Management Administrator vs Workforce Analyst?

AspectWorkforce Management AdministratorWorkforce Analyst
Required CredentialsTypically requires a degree in business, HR, or related field; certifications like Workforce Management Certification are commonOften requires a degree in data analysis, statistics, or related field; certifications in data tools may be preferred
Work EnvironmentWorks in office settings, using workforce management software to schedule and monitor staffWorks in office or remote, analyzing data to forecast staffing needs and improve processes
Employer & Industry UsageUsed across industries like retail, healthcare, and call centers for scheduling and staffingCommon in similar industries, focusing on data analysis to optimize workforce efficiency

The Workforce Management Administrator primarily handles scheduling, staffing, and workforce software, ensuring operational efficiency. In contrast, the Workforce Analyst focuses on analyzing data to forecast staffing needs and improve workforce strategies. Both roles are essential in workforce planning but differ in their core functions and focus areas.

More about Workforce Management Administrator jobs
What states have the most Workforce Management Administrator jobs? States with the most job openings for Workforce Management Administrator jobs include:
What job categories do people searching Workforce Management Administrator jobs look for? The top searched job categories for Workforce Management Administrator jobs are:
Workforce Management Administrator jobs near you
Infographic showing various Workforce Management Administrator job openings in the United States as of May 2026, with employment types broken down into 95% Full Time, 2% Part Time, and 3% Contract. Highlights an 24% Physical, 1% Hybrid, and 75% Remote job distribution, with an average salary of $59,398 per year, or $28.6 per hour.
Junior Workforce Management Specialist

Junior Workforce Management Specialist

United Wholesale Mortgage

Pontiac, MI • On-site

$81.90K - $82.40K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 9 days ago

United Wholesale Mortgage rating

7.8

Company rating: 7.8 out of 10

Based on 91 frontline employees who took The Breakroom Quiz

88th of 138 rated financial services

Job description

The Workforce Management & Call Routing Specialist is responsible for overseeing workforce management operations, call flow strategy, and telephony optimization within the mortgage servicing contact center environment. This role manages forecasting, staffing, scheduling, real-time queue management, and administration of the Callabrio workforce management platform to ensure efficient call handling and service level performance across servicing operations.
The position serves as a key operational partner to servicing leadership and is responsible for aligning call routing strategies, staffing models, and workforce planning with customer demand, regulatory requirements, and business objectives.
WHAT YOU WILL BE DOING
  • Manage workforce management operations for the mortgage servicing call center, including forecasting, scheduling, staffing allocation, and real-time intraday management.
  • Oversee call routing configurations and queue management to ensure calls are directed appropriately based on business needs, skill sets, investor requirements, language needs, and servicing functions.
  • Administer and optimize the Callabrio platform, including scheduling, adherence monitoring, forecasting, reporting, and workforce analytics.
  • Monitor daily contact center performance metrics including service levels, abandonment rates, average speed of answer, occupancy, adherence, handle times, and call trends.
  • Develop staffing models and forecasting assumptions based on portfolio growth, call volume trends, regulatory changes, escrow cycles, collections activity, and servicing initiatives.
  • Partner with operations leaders to support staffing plans across customer service, and servicing operations teams.
  • Lead intraday operational adjustments including overtime planning, schedule modifications, queue balancing, and contingency planning during volume spikes or outages.
  • Analyze call patterns and servicing events to proactively identify operational risks and staffing impacts.
  • Produce workforce management and call center performance reporting for senior leadership with actionable recommendations and trend analysis.
  • Ensure workforce management processes support compliance requirements, customer experience expectations, and operational efficiency goals.
  • Collaborate with IT, telephony vendors, and operations leadership on call flow enhancements, IVR improvements, and system optimization initiatives.
  • Train and support leadership teams on workforce management processes, adherence expectations, and Callabrio reporting capabilities.

WHAT WE NEED FROM YOU
  • Strong Excel skills (pivot tables, VLOOKUPs, charts); familiarity with BI tools (e.g., Tableau, Power BI)
  • Proficiency in WFM software is a plus (e.g., NICE IEX, Verint, Genesys WFM, or similar)
  • Familiarity with mortgage servicing systems (Black Knight MSP, LoanServ, or similar) preferred.
  • Strong analytical and problem-solving skills.
  • Excellent verbal and written communication abilities.
  • 2+ years of workforce management experience in a contact center or operations environment, preferably in the mortgage servicing or financial services industry.
  • Ability to multitask, prioritize workload, and work in a fast-paced, high-regulation environment.
  • Detail-oriented with a proactive approach to identifying risks and recommending solutions.
  • Associate's or Bachelor's degree in Business, Finance, or a related field (or equivalent work experience) is highly preferred.

THE PLACE & THE PERKS
Ready to join thousands of talented team members who are making the dream of home ownership possible for more Americans? It's all happening on UWM's campus, where our award-winning workplace packs plenty of perks and amenities that keep the atmosphere buzzing with energy and excitement.
It's no wonder that out of our six pillars, People Are Our Greatest Asset is number one. It's at the very heart of how we treat each other, our clients and our community. Whether it's providing elite client service or continuously striving to improve, our pillars provide a pathway to a more successful personal and professional life.
From the team member that holds a door open to the one that helps guide your career, you'll feel the encouragement and support on day one. No matter your race, creed, gender, age, sexual orientation and ethnicity, you'll be welcomed here. Accepted here. And empowered to Be You Here.
More reasons you'll love working here include:
  • Paid Time Off (PTO) after just 30 days
  • Additional parental and maternity leave benefits after 12 months
  • Adoption reimbursement program
  • Paid volunteer hours
  • Paid training and career development
  • Medical, dental, vision and life insurance
  • 401k with employer match
  • Mortgage discount and area business discounts
  • Free membership to our large, state-of-the-art fitness center, including exercise classes such as yoga and Zumba, various sports leagues and a full-size basketball court
  • Wellness area, including an in-house primary-care physician's office, full-time massage therapist and hair salon
  • Gourmet cafeteria featuring homemade breakfast and lunch
  • Convenience store featuring healthy grab-and-go snacks
  • In-house Starbucks and Dunkin
  • Indoor/outdoor café with Wi-Fi

DISCLAIMER
All the above duties and responsibilities are essential job functions subject to reasonable accommodation and change. All job requirements listed indicate the minimum level of knowledge, skills and/or ability deemed necessary to perform the job proficiently. Team members may be required to perform other or different job-related duties as requested by their team lead, subject to reasonable accommodation. This document does not create an employment contract, implied or otherwise. Employment with UWM is "at-will." UWM is an Equal Opportunity Employer. By selecting "Apply for this job online" you provide consent to UWM to record phone call conversations between you and UWM to be used for quality control purposes.

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