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Workforce Management Jobs (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 ...

Infojini Inc

Workforce Management Analyst

Las Vegas, NV · On-site

Workforce Management Analyst Location: Las Vegas, Nevada Duration: 5 to 6 Months Mandatory: Must be able to type. Must have a thorough knowledge of the WFM processes including forecasting, scheduling ...

AFMC

Workforce Management Analyst

Fort Smith, AR · On-site

Job Title Workforce Management Analyst Job Type Full-Time Category Location Work from Home FSM Based - Fort Smith, AR 72903 US Work from Home LR Based - Little Rock, AR 72201 US (Primary) Education ...

MUFG Bank, Ltd.

Workforce Management, Analyst

Tampa, FL · 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 ...

WGNSTAR

Workforce Management Analyst

Boise, ID · On-site

$27/hr

Develop dashboards, executive presentations, and management reports that provide visibility into workforce performance and labor utilization. * Support labor planning and workforce deployment ...

ALO

Manager, Workforce Management

Beverly Hills, CA · On-site

$125K - $140K/yr

QUALIFICATIONS * 4+ years of progressive retail-specific workforce management, labor planning, or related experience within a large, complex, multi-unit retail organization. * Proven success leading ...

ALO

Manager, Workforce Management

Beverly Hills, CA · On-site

$125K - $140K/yr

QUALIFICATIONS * 4+ years of progressive retail-specific workforce management, labor planning, or related experience within a large, complex, multi-unit retail organization. * Proven success leading ...

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How much do workforce management jobs pay per year?

As of Sep 10, 2026, the average yearly pay for workforce management 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 is workforce management?

Workforce management (WFM) refers to the processes and tools used by organizations to optimize the productivity and efficiency of their employees. It typically involves forecasting labor needs, scheduling staff, tracking attendance, and managing performance to ensure the right people are in the right place at the right time. Workforce management helps businesses reduce costs, improve customer service, and comply with labor regulations. It can be applied in various industries, including retail, healthcare, and call centers, using specialized software and analytics.

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

To thrive as a Workforce Management professional, you need strong analytical skills, experience with forecasting and scheduling, and a background in business administration or a related field. Proficiency in workforce management software (such as NICE, Kronos, or Verint), Excel, and familiarity with reporting tools are typically required. Excellent communication, problem-solving abilities, and adaptability help professionals collaborate with teams and respond to dynamic business needs. These skills are crucial for optimizing staffing, improving operational efficiency, and ensuring service level targets are consistently met.

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

Workforce Management (WFM) professionals often face challenges such as forecasting demand accurately, managing shift coverage, and balancing employee preferences with business needs. These can be addressed by utilizing advanced scheduling software, maintaining open communication with team members, and continuously analyzing historical data to refine forecasts. Collaborating closely with operations and HR can also help ensure scheduling solutions align with organizational goals and employee satisfaction.

What is the difference between Workforce Management vs Workforce Analyst?

AspectWorkforce ManagementWorkforce Analyst
Primary FocusPlanning, scheduling, and optimizing staffing levelsAnalyzing workforce data to improve efficiency and forecasting
Required SkillsForecasting, scheduling, labor laws, software proficiencyData analysis, reporting, Excel, statistical tools
Work EnvironmentOperations, call centers, retail, healthcareData teams, HR, operations departments
CertificationsWorkforce management software certifications, project managementData analysis certifications, Excel, statistical analysis

Workforce Management involves the strategic planning and scheduling of staff to meet organizational needs, focusing on operational efficiency. Workforce Analysts analyze workforce data to identify trends and improve forecasting accuracy. While both roles require data skills and industry knowledge, Workforce Management is more operational, whereas Workforce Analysts focus on data analysis and reporting to support decision-making.

Is workforce management a good career?

Workforce management is a viable career that involves coordinating staffing, scheduling, and resource allocation using tools like workforce management software. It requires strong organizational and analytical skills and often offers opportunities for advancement in various industries. The role can provide stable employment with a focus on efficiency and operational effectiveness.
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workforce management jobs near you
Infographic showing various Workforce Management job openings in the United States as of September 2026, with employment types broken down into 77% Full Time, 6% Part Time, and 17% Contract. Highlights an 72% In-person, and 28% Remote job distribution, with an average salary of $76,417 per year, or $36.7 per hour.

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

Posted 29 days ago

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.