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Workforce Manager Jobs in Baltimore, MD (NOW HIRING)

Comcast

Customer Care Manager -- Service

Laurel, MD

$71K - $107K/yr

This position oversees inbound call operations, workforce management, customer case ownership processes, service-level performance, employee development, and operational excellence. The Customer Care ...

New

Comcast

Customer Care Manager -- Service

Laurel, MD · On-site

$71K - $107K/yr

This position oversees inbound call operations, workforce management, customer case ownership processes, service-level performance, employee development, and operational excellence. The Customer Care ...

New

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Workforce Manager information

See Baltimore, MD salary details

$24.8K

$75.9K

$161K

How much do workforce manager jobs pay per year?

As of Aug 9, 2026, the average yearly pay for workforce manager in Baltimore, MD is $75,931.00, according to ZipRecruiter salary data. Most workers in this role earn between $47,200.00 and $91,400.00 per year, depending on experience, location, and employer.

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 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.

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 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.

More about Workforce Manager jobs
What job categories do people searching Workforce Manager jobs in Baltimore, MD look for? The top searched job categories for Workforce Manager jobs in Baltimore, MD are:
What cities near Baltimore, MD are hiring for Workforce Manager jobs? Cities near Baltimore, MD with the most Workforce Manager job openings:
Workforce Manager jobs near you
Infographic showing various Workforce Manager job openings in Baltimore, MD as of July 2026, with employment types broken down into 86% Full Time, 12% Part Time, and 2% Contract. Highlights an 85% Physical, 2% Hybrid, and 13% Remote job distribution, with an average salary of $75,931 per year, or $36.5 per hour.

Customer Care Manager -- Service

Comcast

Laurel, MD

$71K - $107K/yr

Full-time

PTO

Posted 3 days ago

New

Job description

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

The Customer Care Manager is responsible for the overall leadership, performance, and continuous improvement of the Service Center (Call Center) operation supporting residential solar and battery customers. This role leads a team of Case Managers and Billing Specialists while partnering closely with Tier II Technical Support and Field Service leadership to deliver an exceptional customer experience from initial customer contact through final case resolution and billing closure. This position oversees inbound call operations, workforce management, customer case ownership processes, service-level performance, employee development, and operational excellence.
The Customer Care Manager is responsible for ensuring customers receive timely responses, proactive communication, and successful issue resolution while maintaining high standards for service levels, case management, quality, and employee engagement. This leader drives performance through coaching, accountability, process discipline, and continuous improvement initiatives that support the company's priorities of Safety, Quality, Customer Experience, Speed, Productivity, and Execution.

Job Description

***Role is in office daily in Laurel, MD***
Responsibilities:
Service Center Leadership

  • Lead the day-to-day operations of the Customer Care teams.

  • DirectlymanageCase Managers and Billing Specialists.

  • Establish a culture of customer ownership, accountability, teamwork, and continuous improvement.

  • Ensure consistent execution of the operating model.

  • Balance customer experience, employee productivity, service levels, and operational efficiency.

Customer Experience Leadership

  • Own overall customer satisfaction and service performance for theCustomer Care department.

  • Ensure Case Managers provide proactive communication andmaintainownership throughout the service lifecycle.

  • Monitor customer feedback, complaints, escalations, and satisfaction trends.

  • Personally engage in high-impact customer situations requiring leadership involvement.

  • Drive initiatives that reduce callbacks, repeat contacts, and unresolved issues.

  • Partner with Field Service and Tier II Technical Support to ensure seamless customer experiences.

Call Center Operations & Workforce Management

  • Manage inbound call center performance, staffing, and coverage schedules.

  • Ensure appropriate staffing levels to meet service-level expectations.

  • Monitor queue performance and make real-time operational adjustments as needed.

  • Oversee workforce planning, scheduling, breaks, lunches, coaching sessions, PTO coverage, and staffing needs.

  • Analyze call volume trends and adjust staffing strategies accordingly.

  • Support implementation of workforce management practices that improve efficiency and service consistency.

  • Maintain predictable call coverage while protecting dedicatedcase-managementtime.

  • Employees at all levels are expected to:

  • Understand our Operating Principles; make them the guidelines for how you do your job.
  • Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
  • Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
  • Win as a team make big things happen by working together and being open to new ideas.
  • Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
  • Drive results and growth.
  • Support a culture of inclusion in how you work and lead.
  • Do what's right for each other, our customers, investors and our communities.

Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Skills

Coaching, Communication, Customer Care, Customer Experience (CX), Customer Satisfaction

Compensation

Maryland Pay Range: $71,932.48 - $107,898.72Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's DegreeWhile possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Certifications (if applicable)

Relevant Work Experience

2-5 YearsComcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

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