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Workforce Management Specialist Jobs (NOW HIRING)

Defense Security Cooperation Agency

$77K - $100K/yr

Learn more about this agency Duties Help As a WORKFORCE MANAGEMENT SPECIALIST at the GS-0301-11 some of your typical work assignments may include: * Serves as a liaison between management and Office ...

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How much do workforce management specialist jobs pay per hour?

As of Sep 9, 2026, the average hourly pay for workforce management specialist in the United States is $29.49, according to ZipRecruiter salary data. Most workers in this role earn between $23.08 and $43.99 per hour, depending on experience, location, and employer.

What is a workforce management specialist?

A Workforce Management Specialist is a professional responsible for optimizing staffing levels, scheduling, and workflow efficiency within an organization. They analyze workforce data, forecast labor needs, and develop strategies to ensure the right number of employees are available at the right times. Their role often involves using specialized software to track attendance, manage schedules, and balance workloads to meet business objectives. Additionally, they collaborate with various departments to improve productivity, reduce costs, and enhance employee satisfaction.

How does a workforce management specialist typically collaborate with other departments to optimize staffing levels?

A Workforce Management Specialist regularly partners with operations, human resources, and department supervisors to forecast staffing needs and adjust schedules accordingly. They analyze data such as historical call volumes, seasonal trends, and employee availability to propose optimal shift patterns. Effective collaboration ensures that staffing aligns with both business demands and employee wellbeing, often requiring clear communication and negotiation skills. This role also involves providing regular updates to leadership and making real-time adjustments to address unexpected changes in demand.

What are the key skills and qualifications needed to thrive as a workforce management specialist, and why are they important?

To thrive as a Workforce Management Specialist, you need strong analytical skills, attention to detail, and experience with forecasting, scheduling, and resource planning, often supported by a degree in business, statistics, or a related field. Proficiency with workforce management software (such as NICE, Kronos, or Verint) and knowledge of data analysis tools like Excel or SQL are typically required. Exceptional communication, problem-solving abilities, and adaptability help you collaborate effectively and respond to dynamic workforce demands. These skills ensure optimal staffing, operational efficiency, and high service levels in fast-paced environments.

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

AspectWorkforce Management SpecialistWorkforce Analyst
CredentialsTypically requires a degree in business, HR, or related field; certifications like Workforce Management Certification are commonSimilar credentials; often holds degrees in data analysis, business, or HR; certifications may include data analysis tools
Work EnvironmentWorks in HR, operations, or staffing departments, often in call centers or large organizationsWorks in data analysis, HR, or operations teams, focusing on data interpretation and reporting
Employer & Industry UsageUsed across industries with staffing needs, including retail, healthcare, and call centersCommon in industries requiring workforce data analysis, such as retail, healthcare, and manufacturing

The Workforce Management Specialist focuses on scheduling, staffing, and resource allocation, ensuring optimal workforce deployment. The Workforce Analyst primarily analyzes workforce data to inform staffing decisions. While both roles require similar credentials and work in related environments, their core responsibilities differ: one manages scheduling, the other analyzes data to support staffing strategies.

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Workforce Management Specialist jobs near you
Infographic showing various Workforce Management Specialist job openings in the United States as of September 2026, with employment types broken down into 100% Contract. Highlights an 50% In-person, and 50% Remote job distribution, with an average salary of $61,346 per year, or $29.5 per hour.

Workforce Management Specialist

Austin, TX

RoadVantage
Insurance Services • 11 - 50 employees
Learn more about RoadVantageexternal

Full-time

Re-posted 16 days ago

Job description

Workforce Management Specialist
Job Description
Title: Workforce Management Specialist
Reports to: Claims Manager
Department: Claims
Direct Reports: No
Exempt Status: Non-Exempt
Job Purpose
We are looking for a detail-oriented Workforce Management Specialist to join our Claims Team. This role is responsible for managing workforce management applications, creating accurate staff forecasts and projections, generating performance and employee metric reports, and optimizing staffing levels to ensure service goals are consistently met. The ideal candidate has strong analytical skills and hands-on experience with WFM tools in a call center environment.

Essential Job Functions
  • Monitor real-time staffing conditions and make intraday adjustments to support service level goals
  • Maintain and audit employee schedules, time-off requests, and schedule changes within WFM systems
  • Analyze trends and provide recommendations related to staffing, scheduling, productivity, and operational efficiency
  • Support implementation and continuous improvement of workforce management processes and reporting tools
  • Prepare and analyze employee metric reports (attendance, performance, productivity, and quality metrics) to support staffing projections and operational decision-making
  • Create and maintain employee schedules
  • Partner with Claims leadership, training, and quality teams to align staffing plans with business objectives
  • Provide ad hoc reporting and workforce analysis as requested by leadership
  • Assist with capacity planning and budgeting for future hiring needs

Minimum Qualifications
  • 2–4 years of experience in Workforce Management, preferably in a call center or contact center environment
  • Strong experience with Workforce Management (WFM) systems and forecasting methodologies
  • Advanced proficiency in Microsoft Excel (pivot tables, VLOOKUP, charts, data analysis)
  • Solid understanding of call center metrics (Service Level, AHT, Occupancy, Adherence, etc.)
  • Experience creating and analyzing employee performance and attendance reports
  • Strong analytical, organizational, and communication skills with the ability to present data-driven recommendations to leadership

Preferred Qualifications
  • Experience with the NICE InContact platform (highly preferred)
  • Familiarity with other WFM tools (e.g., NICE WFM, Verint, Genesys, or similar)
  • Experience with data visualization tools (Power BI, etc.)
The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

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