Workforce Management Specialist Jobs
Workforce Management Specialist jobs are open across healthcare, retail, financial services, telecommunications, and contact centers, at every level from entry-level analyst to senior specialist and manager, with specializations in forecasting, scheduling optimization, and real-time analytics. Find a role that fits below and apply directly.
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Showing 4 of 132+ Workforce Management Specialist jobs
Intro
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
The pay range for this role is $51,000- to $86,500, taking into account the qualifications and experience of the selected candidate.
Why you'll love this job
- American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
- CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
- Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
- CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
- This job is a member of the Domestic Airports Team within the Customer Experience Division
What you'll do
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
- Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
- Be a safety advocate: Look for safety concerns and address them as needed
- Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
- Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
- Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
- Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
- Promote effective communication among departments to engage our team to work together to achieve common goals.
- Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
- Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
- Ability to solve complex staffing issues with minimal oversight
- Strong communicator with all levels of the operation
- Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day
- Coordinate assignments for frontline team members to dynamically work flights at gates
- Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports
- Being proactive and efficient with time management
- Ability to work extra hours when there are operational needs
- Ability to work rotating shifts including weekends, holidays and days-off
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
- High School diploma or GED Equivalency
Preferred Qualifications- Education & Prior Job Experience
- Previous airport customer service experience
- 2 years experience leading others
- Knowledge of company policies and procedures and functional automation applications
Skills, Licenses & Certifications
- Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
- Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
- Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.
- Strong decision making skills
- Ability to work independently as well as collaboratively
- Ability to work under demanding operational conditions
- Ability to prioritize and execute with a sense of urgency and preciseness
- Ability to use sound business judgment to resolve issues with internal and external customers
- Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
- Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
- Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.
- Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
- Applicable valid driver’s license as required by local authorities
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
- Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
- Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
- 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.
Intro
Are you ready to explore a world of possibilities, both at work and during your time off? Join our American Airlines family, and you’ll travel the world, grow your expertise and become the best version of you. As you embark on a new journey, you’ll tackle challenges with flexibility and grace, learning new skills and advancing your career while having the time of your life. Feel free to enrich both your personal and work life and hop on board!
The pay range for this role is $51,000- to $86,500, taking into account the qualifications and experience of the selected candidate.
Why you'll love this job
- American is looking for a goal-oriented Customer Service Manager (CSM) who wants to elevate their experience, knowledge, and network within the company. With our leadership program, you will be able to develop yourself to be the best leader you want to be in the American organization.
- CSMs must ensure a safe, high performing operation by leading, engaging, coaching and developing the front-line team members. You will be supporting your teams' effort by creating a safe, reliable operation while delivering an exceptional customer experience.
- Also, being energized by a fast-paced dynamic environment and passionate about safety, teamwork, leadership, and delivering a quality product to our customers, front-line, and vendors.
- CSMs must enable an environment that develops our front-line team members and fosters mutual respect, trust, responsibility, and core values while connecting people and improving lives during our day-to-day operation.
- This job is a member of the Domestic Airports Team within the Customer Experience Division
What you'll do
As noted above, this list is intended to reflect the current job but there may be additional essential functions (and certainly non-essential job functions) that are not referenced. Management will modify the job or require other tasks be performed whenever it is deemed appropriate to do so, observing, of course, any legal obligations including any collective bargaining obligations.
- Drives operational excellence while keeping a safety-conscious environment that promotes end-to-end exceptional customer service, resulting in employee and customer safety and well-being
- Be a safety advocate: Look for safety concerns and address them as needed
- Establish team and individual goals in support of departmental and company objectives; Coaches and mentors frontline team members in skill development, customer service elevation and company culture behaviors
- Establishes and promotes effective relationships with team members that fosters compassion, authenticity, integrity, respect and dignity
- Effectively allocates resources and provides appropriate support to enable teams to deliver on operational goals in a safe manner
- Ensure the ongoing safety and reliability of our operation by conducting self-audits, observations, root cause investigations and other related safety engagements
- Promote effective communication among departments to engage our team to work together to achieve common goals.
- Familiarity with Joint Collective Bargaining Agreement (JCBA) and ensure team members adhere to corporate policy/procedure
- Embrace the core values: (Passion, commitment, efficiency, reliability, dependability, optimism, honesty, positivity, and loyalty)
- Ability to solve complex staffing issues with minimal oversight
- Strong communicator with all levels of the operation
- Can manage multiple software programs at the same time to quickly analyze the operation and determine best course of action throughout the day
- Coordinate assignments for frontline team members to dynamically work flights at gates
- Utilizes GS Realtime and other programs (i.e. Prime, GETNG, SABRE) to identify and grant day of overtime, provide staffing inputs and tour reports
- Being proactive and efficient with time management
- Ability to work extra hours when there are operational needs
- Ability to work rotating shifts including weekends, holidays and days-off
All you'll need for success
Minimum Qualifications- Education & Prior Job Experience
- High School diploma or GED Equivalency
Preferred Qualifications- Education & Prior Job Experience
- Previous airport customer service experience
- 2 years experience leading others
- Knowledge of company policies and procedures and functional automation applications
Skills, Licenses & Certifications
- Ability to bring out the best performance in the workforce through proactive employee engagement and support for an inclusive working environment
- Ability to actively listen - giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
- Critical thinking ability - using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems
- Ability to monitor and assess performance of self, team members and the operation to make improvements or take corrective action.
- Strong decision making skills
- Ability to work independently as well as collaboratively
- Ability to work under demanding operational conditions
- Ability to prioritize and execute with a sense of urgency and preciseness
- Ability to use sound business judgment to resolve issues with internal and external customers
- Ability to coordinate station activities and collaborate with multi-functional departments and agencies to ensure essential needs are met for a safe, efficient, on-time operation
- Knowledge of Microsoft Office to include Word, Excel, PowerPoint, Outlook, etc.
- Has USPS clearance or the ability to obtain USPS clearance. USPS has a five-year United States residency requirement.
- Ability to fulfill FAA criminal background checks to qualify for unescorted access privileges to airport security identification display areas (SIDA)
- Applicable valid driver’s license as required by local authorities
What you'll get
Feel free to take advantage of all that American Airlines has to offer:
- Travel Perks: Ready to explore the world? You, your family and your friends can reach 365 destinations on more than 6,800 daily flights across our global network.
- Health Benefits: On day one, you’ll have access to your health, dental, prescription and vision benefits to help you stay well. And that’s just the start, we also offer virtual doctor visits, flexible spending accounts and more.
- Wellness Programs: We want you to be the best version of yourself – that’s why our wellness programs provide you with all the right tools, resources and support you need.
- 401(k) Program: Available upon hire and, depending on the workgroup, employer contributions to your 401(k) program are available after one year.
- Additional Benefits: Other great benefits include our Employee Assistance Program, pet insurance and discounts on hotels, cars, cruises and more
Feel free to be yourself at American
From the team members we hire to the customers we serve, inclusion and diversity are the foundation of the dynamic workforce at American Airlines. Our 20+ Team Member Business Resource Groups are focused on connecting our team members to our customers, suppliers, communities and shareholders, helping team members reach their full potential and creating an inclusive work environment to meet and exceed the needs of our diverse world.
Are you ready to feel a tremendous sense of pride and satisfaction as you do your part to keep the largest airline in the world running smoothly as we care for people on life’s journey? Feel free to be yourself at American.
Workforce Management Specialist Jobs by Experience Level
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Find JobsWorkforce Management Specialist Job Market
Who's Hiring
- CVS Health48
- TikTok USDS Joint Venture4
- TP3
- Capital One3
- MGM Resorts International3
Top Industries Hiring
- Technology & Software
- Retail
- Insurance
- Luxury Goods
- Hospitality & Tourism
What Employers Look For
The qualifications that appear most often in workforce management specialist jobs.
- Experience with workforce management software such as NICE, Verint, or Aspect
- Proficiency in forecasting, scheduling, and real-time queue management
- Strong Excel or Google Sheets skills for staffing models and reporting
- Two or more years in a contact center, healthcare, or operations environment
- Familiarity with ACD systems, call routing data, and interval-level reporting
- Associate or bachelor's degree in business, operations management, or a related field
Tips for Your Workforce Management Specialist Job Search
Quantify your scheduling impact concretely
Hiring managers want numbers. Instead of listing WFM duties, show how your forecast accuracy, shrinkage calculations, or interval scheduling reduced overstaffing or improved service levels. Concrete outcomes on your resume cut through generic applications immediately.
Highlight your WFM platform experience early
List the workforce management platforms you know in your resume's skills section, not buried in job descriptions. Employers filter for specific tools, and matching those keywords early keeps your application from getting screened out before a human reads it.
Target industries with large hourly workforces
Workforce management specialist roles are most active in contact centers, healthcare staffing, retail chains, and logistics operations. If your background is in one of these verticals, lead with that industry context so recruiters immediately see the fit.
Apply early to roles that fit
Migrate Mate lists workforce management specialist openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Prepare for a scenario-based interview round
Workforce management interviews often include a live scheduling scenario or a shrinkage calculation exercise. Practice walking through how you'd adjust staffing when call volume spikes unexpectedly, because interviewers want to see your decision-making process out loud.
Negotiate using total workforce cost framing
When discussing your offer, frame your value around the labor cost your forecasting accuracy saves, not just your output. Workforce management specialists who can articulate their financial impact negotiate from a stronger position than those who describe tasks.
Workforce Management Specialist Jobs: Frequently Asked Questions
Which companies are hiring the most workforce management specialists?
CVS Health, TikTok USDS Joint Venture, and TP are hiring the most workforce management specialists right now, with openings concentrated in Washington, California, and Virginia, based on current listings on Migrate Mate as of September 2026. Employers in healthcare, financial services, and large contact center operations consistently post the highest volume of these roles.
How many workforce management specialist jobs are remote?
About 87% of workforce management specialist openings are fully remote or hybrid as of September 2026, reflecting how much of the role depends on software dashboards and data rather than physical presence. Forecasting, reporting, and real-time analyst functions are the most commonly offered as remote positions, while on-floor scheduling coordination roles tend to require an in-person presence.
How do you become a workforce management specialist?
Most workforce management specialists start in a contact center, operations, or scheduling support role where they gain hands-on exposure to staffing patterns and queue data. From there, learning a major WFM platform, building fluency in forecasting and shrinkage calculations, and earning a relevant certification such as a call center operations credential strengthens your candidacy. Moving into a dedicated WFM analyst position is typically the next step before reaching specialist level.
Can you get a workforce management specialist job with little experience?
Yes, entry-level workforce management specialist roles exist, particularly in large contact centers that train internally. Employers often prioritize candidates who understand scheduling basics, have worked in a high-volume operations environment, and can demonstrate comfort with data and spreadsheets. Applying for workforce analyst or scheduling coordinator roles first is a practical way to build the specific WFM experience hiring managers look for at the specialist level.
What does the workforce management specialist interview process look like?
The interview process for a workforce management specialist typically includes an initial recruiter screen, a hiring manager conversation focused on your WFM platform experience and scheduling philosophy, and a practical exercise where you interpret staffing data or work through a forecasting scenario. Some employers add a final panel round with operations or contact center leadership to assess how you communicate workforce insights to non-technical stakeholders.
Where can I find and apply to workforce management specialist jobs?
You can find and apply to workforce management specialist jobs on Migrate Mate, which lists current openings from across the United States. Find roles that match your experience and background, then apply directly to each listing that fits.
See All 132+ Workforce Management Specialist Jobs
Find roles that match your experience and apply in just a few clicks.
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