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Workforce Management Call Centre Jobs (NOW HIRING)

Koniag Services, Inc.

Call Center Operations Manager (Mornings) Posted Friday, September 4, 2026 at 4:00 AM Koniag ... Oversee workforce management activities including staff scheduling, shift assignments, leave ...

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Workforce Management Analyst

Scottsdale, AZ · On-site

$70K - $75K/yr

Workforce Management Analyst About the Role Company is seeking a detail-oriented, analytical, and ... The ideal candidate is comfortable working with data, systems, schedules, call center metrics, and ...

kgs

Call Center Operations Manager

Nashville, TN · On-site

The Call Center Operations Manager will be responsible for the direct management and oversight of ... Oversee workforce management activities including staff scheduling, shift assignments, leave ...

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Workforce Management Call Centre information

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$25K

$76.4K

$162K

How much do workforce management call centre jobs pay per year?

As of Sep 11, 2026, the average yearly pay for workforce management call centre in the United States is $76,417.00, according to ZipRecruiter salary data. Most workers in this role earn between $47,500.00 and $92,000.00 per year, depending on experience, location, and employer.

What are popular job titles related to Workforce Management Call Centre jobs?

For Workforce Management Call Centre jobs, the most frequently searched job titles are:

Infographic showing various Workforce Management Call Centre job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, and 3% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $76,417 per year, or $36.7 per hour.

Workforce Management Supervisor- Patient Access Organization

Los Angeles, CA • On-site

UCLA Health
Health Care and Social Assistance • 10K+ employees
Learn more about UCLA Healthexternal

$41.38 - $88.51/hr

Full-time

Re-posted 11 days ago

Key responsibilities

  • Oversee workforce planning, real-time staffing management, and performance monitoring within the call center operations.

  • Develop staffing forecasts, optimize schedules, and monitor real-time adherence to meet service level targets.

  • Supervise Workforce Management Analysts and ensure delivery of forecasting, scheduling, reporting, and operational insights.

UCLA Health rating

8.7

Company rating: 8.7 out of 10

Based on 137 frontline employees who took The Breakroom Quiz

Job description

General Information
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Work Location: Los Angeles, CA, USA
Onsite or Remote
Fixed Hybrid
Work Schedule
Varies- Monday thru Friday 7am-7pm
Posted Date
05/04/2026
Salary Range: $42.58 - 91.14 Hourly
Employment Type
2 - Staff: Career
Duration
Indefinite
Job #
29999
Primary Duties and Responsibilities
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The Workforce Management (WFM) Supervisor provides operational leadership for workforce planning, real-time staffing management, and performance monitoring within the Patient Access Organization's centralized call center operations. This role oversees the development of staffing forecasts, scheduling optimization, and real-time adherence monitoring to ensure service level targets and operational performance metrics are consistently achieved.
The WFM Supervisor leverages workforce management technologies, call center analytics, and forecasting methodologies to translate call volume demand into actionable staffing plans. The role partners closely with operations leadership, analytics teams, and access administrators to support staffing models, operational planning, and performance optimization across multiple patient access teams.
This position supervises Workforce Management Analysts and ensures the delivery of accurate forecasting, scheduling, reporting and operational insights that enable leaders to effectively manage patient access demand and maintain high levels of service for patients and clinics.
Salary range: $41.38-$88.51
Job Qualifications
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Required Experience
  • Bachelor's Degree- Business Administration, Healthcare Administration, Data Analytics, or related field
  • 5yrs of exp Workforce management, Call center operations or operational analytics experience
  • 3 yrs Experience with workforce forecasting, developing staffing models and scheduling optimization
  • Strong knowledge of workforce forecasting methodologies and staffing models including Erlang-based calculations.
  • Advanced analytical skills with ability to interpret operational data and translate insights into staffing recommendations (interpreting contact center performance metrics including service level, abandonment rate, schedule adherence, and staffing utilization).
  • Demonstrates clear and professional verbal and written communication; able to explain complex data insights in a simple and actionable manner while maintaining a professional tone in all interactions.
  • Demonstrated ability to work as part of a team while functioning independently, maintaining confidentiality in all assignments, and showing initiative in identifying and solving problems as they occur.
  • Knowledge of workforce management systems and contact center technologies such as Genesys or other CCaaS platforms.
  • Ability to develop workforce reporting dashboards and operational analytics tools to support operational decision making.
  • Skill in recognizing an emergency or high priority situation and taking appropriate and immediate action.
  • Effectively manage multiple priorities in a fast-paced environment with the ability to balance daily tasks. Skill to organize workflow to accomplish established objectives.
  • Strong organizational, project management, and leadership skills with experience supervising and developing staff in an analytical or operational environment
  • Demonstrates flexibility in a fast-paced, continuously changing environment, effectively leveraging available resources to address challenges in a proactive and results-driven manner.
  • Advanced Microsoft excel skills- proficient with SharePoint, PivotTables, graphs and reporting tools for workforce analysis.

Preferred Experience
  • Knowledge of lean or process improvement methodologies
  • Experience implementing or optimizing workforce management technologies

As a condition of employment, the final candidate who accepts an offer of employment will be required to disclose if they have been subject to any final administrative or judicial decisions within the last seven years determining that they committed any misconduct; or have filed an appeal of a finding of substantiated misconduct with a previous employer.
Current/former UC employees are subject to a personnel file review.

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About UCLA Health

Sourced by ZipRecruiter

UCLA Health, operating within the healthcare industry, is significantly recognized for its commitment to improving the health and wellbeing of people through the integration of patient care, research, and education. Located in Los Angeles, California, UCLA Health was founded and associated with the University of California, Los Angeles (UCLA) in 1955, entrenching its roots in quality healthcare service provision. Through a broad range of medical services, UCLA Health significantly stands as a cornerstone for comprehensive outpatient, inpatient, and emergency care services, specialized treatments, and wellness checks. Notable for pioneering an integrated, comprehensive medical approach, UCLA Health is consistently ranked among the top health systems in the US and world.

Industry

Health care and social assistance

Company size

10,000+ Employees

Headquarters location

Los Angeles, CA, US

Year founded

1955

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