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Workforce Manager Jobs in Apex, NC (NOW HIRING)

Senture

Call Center Manager - North Carolina

Raleigh, NC · On-site

$90 - $125/hr

Strong understanding of contact center operations, workforce management, quality assurance, reporting, and performance metrics. * Experience analyzing operational data and implementing performance ...

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Workforce Manager information

See Apex, NC salary details

$19K

$58.2K

$123.4K

How much do workforce manager jobs pay per year?

As of Sep 4, 2026, the average yearly pay for workforce manager in Apex, NC is $58,227.00, according to ZipRecruiter salary data. Most workers in this role earn between $36,200.00 and $70,100.00 per year, depending on experience, location, and employer.

What is a workforce manager?

A workforce manager oversees productivity at a company. Your duties are to assess, analyze, and report on employee productivity at the individual, departmental, and institutional levels. Your job is to determine how best to utilize the productivity and skills of each employee using the techniques and theories of workforce management (WFM). You track labor time using daily, weekly, and monthly measurements. The career requires keen attention to detail and communication and problem-solving skills. Other qualifications include at least a bachelor’s degree in business and experience in human resources, service provision, or production.

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

To thrive as a Workforce Manager, you need expertise in workforce planning, data analysis, and a solid understanding of HR policies, typically supported by a degree in business, human resources, or a related field. Familiarity with workforce management systems (such as Kronos or NICE), scheduling software, and strong Excel skills are commonly required. Excellent communication, problem-solving, and leadership abilities help drive team performance and handle dynamic staffing needs. These skills ensure efficient resource allocation, cost control, and optimal employee productivity within an organization.

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

A Workforce Manager regularly collaborates with department heads, HR, and operations teams to ensure staffing aligns with business needs. This involves analyzing workload forecasts, discussing shift requirements, and adapting schedules to accommodate fluctuations in demand. Effective communication and data sharing are crucial, as Workforce Managers must balance employee availability with service level goals. By working closely with other departments, they help maintain optimal staffing while minimizing overtime and reducing turnover.

What is the difference between Workforce Manager vs Workforce Analyst?

AspectWorkforce ManagerWorkforce Analyst
Required CredentialsBachelor's degree in HR, Business, or related field; experience in workforce planningBachelor's degree in Data Analysis, Business, or related field; skills in data analytics
Work EnvironmentOversees staffing, scheduling, and labor management; often in call centers, retail, or manufacturingAnalyzes workforce data, forecasts staffing needs; works closely with Workforce Managers
Employer & Industry UsageCommon in HR, operations, and staffing departments across various industriesUsed in data-driven roles within HR, operations, and analytics teams

While both roles focus on workforce planning, Workforce Managers handle staffing and scheduling directly, whereas Workforce Analysts focus on data analysis to inform staffing decisions. The roles often collaborate but differ in their core responsibilities and skill sets.

What degree do you need for workforce management?

A workforce manager typically needs at least a bachelor's degree in fields such as business administration, human resources, or management. Relevant skills include data analysis, communication, and familiarity with workforce management software; some roles may prefer or require a master's degree or professional certification.
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Cities near Apex, NC with the most Workforce Manager job openings:

Workforce Manager jobs near you
Infographic showing various Workforce Manager job openings in Apex, NC as of August 2026, with employment types broken down into 81% Full Time, 16% Part Time, and 3% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $58,227 per year, or $28 per hour.

Senior Workforce Management Analyst (Genesys Cloud CX)

Local Government Federal Credit Union

Raleigh, NC • On-site

$85K - $113K/yr

Other

This job post has expired today. Applications are no longer accepted.

Job description

Description:

CIVIC CULTURE

Our organization believes we can all do well by doing good. We value the contributions of diverse minds and prioritize the success and well-being of our employees. We also believe every person in our organization plays a role in supporting a healthy environment and helping to achieve our goal of prosperity for all. To this end, we recruit bright, energetic, and talented people to be members of our team. In return, we offer a dynamic workplace that presents opportunities for professional advancement and individual growth. We strive to always display integrity, self-awareness, courage, and respect for one another while continuing to seek opportunities to learn. We really believe that when our employees succeed, our community wins.


ABOUT THE POSITION

The Senior Workforce Management Analyst serves as a senior-level operational and analytical resource supporting Workforce Management (WFM) functions across the Experience Center. This role is responsible for advanced forecasting, staffing optimization, capacity planning, Genesys Cloud WFM local administration, and operational performance analysis to ensure alignment between member demand, staffing strategies, and service delivery objectives. This position acts as a strategic partner to Experience Center leadership by identifying operational trends, recommending workforce optimization opportunities, improving forecasting accuracy, and supporting long-term workforce planning initiatives. The role requires strong technical knowledge of contact center operations, workforce management methodologies, and Genesys Cloud WFM functionality.


NORMAL DAY-TO-DAY WORK

1. Develop and maintain short-term and long-term contact center forecasts across multiple business lines and communication channels.

2. Analyze historical trends, seasonality, campaign impacts, and operational drivers to improve forecast accuracy.

3. Support staffing models and capacity plans to align workforce requirements with service level objectives.

4. Provide scenario modeling and "what-if" analysis to support operational decision-making.

5. Monitor forecast variances and recommend corrective actions.

6. Identify opportunities to improve operational efficiency, occupancy, shrinkage management, and schedule effectiveness.

7. Partner with leadership to optimize staffing strategies, queue structures, skill assignments, and routing logic.

8. Support shift optimization initiatives and workforce balancing strategies.

9. Assist with queue consolidation and planning group optimization efforts.

10. Serve as a subject matter expert for Genesys Cloud WFM functionality.

11. Troubleshoot workforce management configuration issues and recommend system improvements.

12. Lead the implementation and optimization of new WFM capabilities and operational enhancements.

13. Trains and mentors team members on workforce management tools and best practices.

14. Takes ownership of actions, decisions, and results; openly accepts feedback and demonstrates both the willingness and ability to improve.


JOB QUALIFICATIONS

Here are a few skills you MUST have to be qualified for this position.

1. Minimum 7 - 9 years of Workforce Management experience, preferably in a contact center environment.

2. Experience working with Genesys Cloud CX workforce management software and systems.

3. Proven ability to analyze performance data and implement effective workforce solutions.

4. Strong understanding of workforce metrics such as ASA (Average Speed of Answer), AHT (Average Handle Time), and FTE (Full Time Equivalent).

5. Excellent problem-solving skills and the ability to make decisions under pressure.

6. Ability to function in a Consumer business office environment and utilize standard office equipment including but not limited to: PC, copier, telephone, etc.

7. Ability to lift a minimum of 25 lbs. (file boxes, computer printer).

8. Must be able to work onsite at Credit Union administrative headquarters.

9. Travel required sometimes.


Here are a few qualities we'd LIKE for you to have to make you more suited for this position.

  1. Experience in financial services or credit unions.
  2. Proven ability to thrive in a fast-paced, dynamic environment with a strong track record of adaptability and responsiveness to changing priorities.
  3. Analytical mindset with proficiency in tools such as Excel, SQL, or BI software for data analysis.
  4. Exceptional communication skills for presenting insights and recommendations to stakeholders.
  5. Understanding of regulatory compliance and customer service excellence.

CONTACT US

If you have questions about this position description, please feel welcome to ask. You can reach our HR Department at:

Civic Human Resources

3600 Wake Forest Road, Raleigh, NC 27609

Requirements:



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