ZipRecruiter

Log In

1

Workforce Management Manager Jobs in Arizona (NOW HIRING)

MUFG Bank, Ltd.

Workforce Management, Analyst

Tempe, AZ · Hybrid

$81K - $95K/yr

The Workforce Management, Analyst within the Internal Audit function is responsible for supporting independent, objective assurance and consulting activities designed to evaluate and assess the ...

PCL

Workforce Manager

Chandler, AZ · On-site

As a Workforce Manager for PCL Industrial Services, Inc. in Chandler, Arizona,you'll have the ... Advise management on matters related to the administration of temporary labor agencies ...

Tekberry

Onsite Workforce Supervisor

Tolleson, AZ · On-site

$30 - $35/hr

Key Responsibilities Workforce Management & Employee Engagement * Serve as the primary onsite point of contact for contingent employees * Conduct regular employee check-ins and quality control (QC) ...

next page

Showing results 1-20

All JobsWorkforce Management JobsWorkforce Management Manager JobsWorkforce Management Manager Jobs in Arizona

Workforce Management Manager information

What does a workforce management manager do?

A Workforce Management Manager is responsible for overseeing the planning and coordination of staffing levels to ensure that an organization has the right number of employees available at the right times. They analyze workforce data, forecast staffing needs, and implement scheduling strategies to maximize productivity and efficiency. Additionally, they often supervise workforce analysts and collaborate with other departments to meet service level goals while managing costs. Their role is crucial in industries like call centers, retail, and healthcare, where staffing needs fluctuate frequently.

What are the key skills and qualifications needed to thrive as a workforce management manager?

To thrive as a Workforce Management Manager, you need strong analytical skills, experience in forecasting and scheduling, and typically a degree in business, operations, or a related field. Familiarity with workforce management software such as NICE, Kronos, or Verint, as well as advanced Excel skills, is essential. Exceptional communication, leadership, and problem-solving abilities help you motivate teams and adapt to changing business needs. These skills ensure optimal resource allocation, improved productivity, and efficient operations that support organizational goals.

What are some common challenges faced by workforce management managers, and how can they be addressed?

Workforce Management Managers often encounter challenges such as accurately forecasting staffing needs, balancing employee schedules with business demands, and adapting to sudden changes like unexpected absences or shifts in workload. Success in this role requires strong analytical skills, effective communication with team leads and HR, and the ability to leverage workforce management software efficiently. Building collaborative relationships across departments and staying flexible can help address these challenges, ensuring staffing levels remain optimal and service levels are consistently met.

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

AspectWorkforce Management ManagerWorkforce Analyst
CredentialsTypically requires a bachelor’s degree in business, operations, or related field; certifications like Workforce Management Certification are commonUsually holds a bachelor’s degree in analytics, business, or related area; certifications like Certified Analytics Professional may be preferred
Work EnvironmentLeads teams, manages scheduling, forecasting, and resource allocation in call centers or service industriesAnalyzes data, develops reports, and provides insights to optimize staffing and operations
Employer & Industry UsageUsed across call centers, retail, healthcare, and customer service industriesCommon in similar industries, focusing on data analysis and reporting

While both roles focus on workforce optimization, the Workforce Management Manager oversees planning and team leadership, whereas the Workforce Analyst concentrates on data analysis and reporting to support decision-making.

What are the most commonly searched types of Workforce Management jobs in Arizona?

The most popular types of Workforce Management jobs in Arizona are:

What are popular job titles related to Workforce Management Manager jobs in Arizona?

For Workforce Management Manager jobs in Arizona, the most frequently searched job titles are:

What job categories do people searching Workforce Management Manager jobs in Arizona look for?

The top searched job categories for Workforce Management Manager jobs in Arizona are:

What cities in Arizona are hiring for Workforce Management Manager jobs?

Cities in Arizona with the most Workforce Management Manager job openings:

Workforce Management Manager jobs near you
Infographic showing various Workforce Management Manager job openings in Arizona as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 12% Part Time, 2% Temporary, and 2% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution.

Workforce Management Analyst

Scottsdale, AZ • On-site

CNA National Warranty Corp
Insurance Services • 201 - 500 employees
Learn more about CNA National Warranty Corpexternal

Full-time

Re-posted 4 days ago

Key responsibilities

  • Monitor real-time contact center performance metrics such as service levels, call volume, abandon rates, and staffing coverage.

  • Manage intraday staffing variances by adjusting schedules and staffing plans to meet service level goals.

  • Support and administer CCaaS platforms, including system configurations, troubleshooting, and collaborating with stakeholders on system updates and improvements.

Job description

About the Role

CNA is seeking a detail-oriented, analytical, and solutions-focused CCaaS & WFM Analyst/Administrator to support our contact center operations, CCaaS technology, workforce management, and contact center performance. This role plays a key part in helping the teams meet service level goals, maintain staffing coverage, support contact center systems, and provide timely reporting and insights that drive operational decisions.

The ideal candidate is comfortable working with data, systems, schedules, call center metrics, and cross-functional partners. This position requires strong follow-through, sound judgment, technical aptitude, and the ability to respond with urgency while maintaining accuracy and professionalism.


Location

This position is based in Scottsdale, Arizona, and follows a hybrid work schedule of four days onsite and one day remote each week.


What You’ll Do

  • Monitor real-time contact center performance, including service levels, call volume, abandon rates, and staffing coverage.
  • Work with leadership team to manage intraday staffing variances when call or chat volume spikes, absenteeism occurs, or operation
  • Maintain accurate schedules, staffing plans, and workforce updates to support service level goals.
  • Develop and maintain staffing forecasts using historical trends, business needs, shrinkage, and operational assumptions.
  • Prepare monthly and ad hoc reports with clear insights, variance explanations, and actionable recommendations for leadership.
  • Administer and support CCaaS platforms, including IVR configurations, call routing, queues, user setup, and system settings.
  • Serve as a primary point of contact for contact center technology issues, including ticket submission, triage, escalation, follow-up, and resolution tracking.
  • Partner with Claims leadership, IT, vendors, and internal stakeholders to support system updates, testing, implementations, and process improvements.
  • Identify recurring trends, scheduling challenges, technology issues, and process gaps; recommend practical solutions that improve efficiency and customer experience.


What We’re Looking For

  • 3-5 years of experience in claims operations, contact center operations, workforce management, scheduling, reporting, business systems support, or a related operational support role.
  • Working knowledge of contact center metrics such as service level, abandon rate, average handle time, occupancy, adherence, shrinkage, and forecast accuracy.
  • Experience supporting or administering CCaaS, telephony, call center, or workforce management platforms such as RingCentral, DialPad, Five9, Genesys, NICE, Verint, or similar systems preferred.
  • Ability to predict call and chat volumes and convert those metrics into staffing requirements
  • Strong analytical skills with the ability to review data, identify trends, determine operational impact, and communicate clear recommendations.
  • Proficiency with Microsoft Excel and reporting tools; experience with dashboards, workforce management systems, or data visualization tools is a plus.
  • Strong communication, organization, documentation, follow-up, and problem-solving skills.
  • Ability to manage competing priorities, respond quickly to business needs, and work independently with accuracy and professionalism.


Education

  • Bachelor’s degree in business administration, operations management, analytics, information systems, or a related field preferred. High school diploma with technical certifications 


Why Join?

At CNA, you’ll be part of a collaborative team that values accountability, continuous improvement, and exceptional service. This role offers the opportunity to make a meaningful impact on department performance by improving staffing visibility, system reliability, operational efficiency, and the overall customer and employee experience.

CNA offers service contracts, warranties and other protection products to vehicle purchasers through franchised automobile dealerships nationwide. Founded in 1982 and headquartered in Scottsdale, Arizona, we set out to redefine the service contract industry with a commitment to being the best and doing the right thing. More than 40 years later, we remain true to that vision, evolving alongside the auto industry and delivering top-notch products with exceptional customer service.


Our organizational culture thrives on challenge and engagement, providing opportunities for employees to learn, grow, and feel a sense of purpose within our dynamic workplace.


In 2024, CNA received a MOTOR Top 20 Award from MOTOR Information Systems for our electric vehicle service contract. We have been named a #1 provider 22 times in the Dealers’ Choice Awards. In addition, CNA was the first and one of only two service contract companies recognized for “Highest Overall Dealer Satisfaction” by J.D. Power and Associates. 


We are a wholly owned subsidiary of CNA Financial, one of the nation’s oldest and largest commercial insurers with more than $60 billion in assets.