Workforce Management Specialist Jobs in New York
Workforce Management Specialist jobs in New York concentrate in financial services, healthcare, and large-scale retail and logistics operations, with the state ranking among the most active markets in the country for this role at every level from analyst to senior director. The heaviest hiring happens in New York City, Buffalo, and Albany, where employers like JPMorgan Chase, Northwell Health, and Verizon maintain substantial workforce operations teams. Demand is strongest for specialists with expertise in contact center workforce planning, scheduling optimization, and real-time adherence management. Scan the live roles below and apply to whichever ones fit.
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Showing 4 of 6+ Workforce Management Specialist jobs
Call Center
Excel Models
Workforce Management Systems
REQ#: RQ229610
Public Trust: None
Requisition Type: Regular
Your Impact
Own your opportunity to work alongside state and local government. Make an impact by delivering solutions and services that secure our communities and make a difference in people’s lives every day.
Job Description
WORKFORCE MANAGEMENT ANALYST
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Workforce Management Analyst for a career where your growth is just as important as the mission you support.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Workforce Management Analyst, the work you’ll do at GDIT will be impactful to the mission of the New York State Department of Health (NYSDOH) Medicaid Management Information System program. In this role, you will support the eMedNY Provider Services Call Center. You will support workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center. You will help transform call volume, agent activity, and service-level data into actionable workforce information that supports contractual performance and customer experience. This role is based at our office at Corporate Woods in Albany, NY.
Responsibilities will include, but not limited to:
- Support interval-level call volume forecasting and staffing analysis using historical call patterns, average handle time (AHT), service-level performance, abandonment, shrinkage, and other operational data
- Monitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risks
- Analyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustments
- Monitor schedule and real-time agent adherence, and escalate significant variances
- Utilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysis
- Prepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metrics
- Maintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planning
WHAT YOU’LL NEED TO SUCCEED:
- Education: BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support role
- Required Experience: 2+ of office experience
- Required Technical Skills:
- Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables
- Preferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platforms
- Required Skills and Abilities:
- Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity
- Basic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plus
- Strong analytical, problem-solving, organizational, and attention-to-detail skills
- Excellent written and verbal communication skills with the ability to communicate operational findings clearly
- Ability to multi-task and prioritize changing operational needs in a fast-paced call center environment
- Strong adherence to accuracy
- Ability to multi-task
- Location: Hybrid
GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Flexibility: Full-flex work week to own your priorities at work and at home
- Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
Work Requirements
2 + years of related experience
- may vary based on technical training, certification(s), or degree
None
Salary and Benefit Information
The likely salary range for this position is $57,800 - $78,200. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
Call Center
Excel Models
Workforce Management Systems
REQ#: RQ229610
Public Trust: None
Requisition Type: Regular
Your Impact
Own your opportunity to work alongside state and local government. Make an impact by delivering solutions and services that secure our communities and make a difference in people’s lives every day.
Job Description
WORKFORCE MANAGEMENT ANALYST
Make meaningful contributions that fuel critical outcomes for some of the most complex government, defense, and intelligence projects. Join GDIT as a Workforce Management Analyst for a career where your growth is just as important as the mission you support.
MEANINGFUL WORK AND PERSONAL IMPACT
As a Workforce Management Analyst, the work you’ll do at GDIT will be impactful to the mission of the New York State Department of Health (NYSDOH) Medicaid Management Information System program. In this role, you will support the eMedNY Provider Services Call Center. You will support workforce planning, scheduling, real-time monitoring, and operational reporting for a multi-skilled large call center. You will help transform call volume, agent activity, and service-level data into actionable workforce information that supports contractual performance and customer experience. This role is based at our office at Corporate Woods in Albany, NY.
Responsibilities will include, but not limited to:
- Support interval-level call volume forecasting and staffing analysis using historical call patterns, average handle time (AHT), service-level performance, abandonment, shrinkage, and other operational data
- Monitor real-time queues and workforce management (WFM) data across multiple call center skills and identify emerging staffing, queue, or service-level risks
- Analyze forecasted call volume, staffing, and performance trends to actual results and identify that may require schedule or resource adjustments
- Monitor schedule and real-time agent adherence, and escalate significant variances
- Utilize WFM, ACD, call recording, and reporting systems to research trends, validate workforce data, and support performance analysis
- Prepare workforce reports covering service level, average speed of answer (ASA), AHT, abandonment, occupancy, adherence, shrinkage, call volume, and related performance metrics
- Maintain agent skill assignments, historical records, and staffing assumptions used for forecasting, scheduling, and capacity planning
WHAT YOU’LL NEED TO SUCCEED:
- Education: BA/BS or 2+ years of experience working in a call center, workforce management, reporting, scheduling, or analytical support role
- Required Experience: 2+ of office experience
- Required Technical Skills:
- Working knowledge of Microsoft Word, Zoom and Excel, including formulas, sorting/filtering, charts, and pivot tables
- Preferred Technical Skills: NICE, Verint, Calabrio (Verint) or similar WFM platforms
- Required Skills and Abilities:
- Understanding of call center metrics including service level, ASA, AHT, after call work, abandonment, occupancy, schedule adherence, shrinkage, and Aux activity
- Basic understanding of call center forecasting, scheduling, staffing, and multi-skill queue environments; familiarity with Erlang-based staffing concepts is a plus
- Strong analytical, problem-solving, organizational, and attention-to-detail skills
- Excellent written and verbal communication skills with the ability to communicate operational findings clearly
- Ability to multi-task and prioritize changing operational needs in a fast-paced call center environment
- Strong adherence to accuracy
- Ability to multi-task
- Location: Hybrid
GDIT IS YOUR PLACE At GDIT, the mission is our purpose, and our people are at the center of everything we do.
- Growth: AI-powered career tool that identifies career steps and learning opportunities
- Support: An internal mobility team focused on helping you achieve your career goals
- Rewards: Comprehensive benefits and wellness packages, 401K with company match, and competitive pay and paid time off
- Flexibility: Full-flex work week to own your priorities at work and at home
- Community: Award-winning culture of innovation and a military-friendly workplace OWN YOUR OPPORTUNITY Explore an enterprise IT career at GDIT and you’ll find endless opportunities to grow alongside colleagues who share your desire to drive operations forward.
Work Requirements
2 + years of related experience
- may vary based on technical training, certification(s), or degree
None
Salary and Benefit Information
The likely salary range for this position is $57,800 - $78,200. This is not, however, a guarantee of compensation or salary. Rather, salary will be set based on experience, geographic location and possibly contractual requirements and could fall outside of this range.
Our Identity Verification Process
As part of the hiring process, we will ask you to complete an identity verification process that leverages advanced biometrics and artificial intelligence to ensure authenticity and protect against identity fraud. You are expected to be on camera during virtual interviews. We reserve the right to take your picture to verify your identity and prevent fraud. By proceeding, you authorize the collection, processing, and use of your biometric data for identity verification and security purposes.
About Our Work
We are GDIT. A global technology and professional services company that delivers technology solutions and mission services to every major agency across the U.S. government, defense and intelligence community. Our 26,000 experts extract the power of technology to create immediate value and deliver solutions at the edge of innovation. We operate across 50+ countries worldwide, offering leading mission-ready capabilities in AI, cloud, cyber and software development.
Join our Talent Community to stay up to date on our career opportunities and events at gdit.com/tc.
Equal Opportunity Employer / Individuals with Disabilities / Protected Veterans
See All 6 Workforce Management Specialist Jobs in New York
Find roles in New York that match your experience and apply in just a few clicks.
Find JobsWorkforce Management Specialist Jobs by City in New York
Where New York roles are concentrated, by current openings.
Workforce Management Specialist Job Market in New York
A snapshot from current New York openings, updated as new roles post.
Who's Hiring
Top Industries Hiring
- Luxury Goods
What New York Employers Look For
The qualifications that appear most often in workforce management specialist jobs across New York.
- Bachelor's degree in business administration, human resources, or a related field
- Proficiency with workforce management platforms such as Verint, NICE, or Aspect
- Two or more years of experience in workforce planning or contact center scheduling
- Strong analytical skills with demonstrated ability to interpret scheduling and staffing data
- Familiarity with New York State labor law and scheduling compliance requirements
- Excellent communication skills for coordinating with operations and HR leadership teams
Workforce Management Specialist Jobs in New York: Frequently Asked Questions
How do you become a workforce management specialist in New York?
The most common path is a bachelor's degree in business, human resources, operations management, or a related field, followed by entry-level scheduling or staffing analyst roles. New York does not require a state-issued license for this position, but employers across financial services, healthcare, and logistics strongly prefer candidates who have completed workforce management platform training or hold a credential such as the Workforce Management Professional designation through recognized industry bodies.
Which companies hire workforce management specialists in New York?
Employers hiring workforce management specialists in New York right now include Richemont, Paychex, and American Airlines, based on current listings on Migrate Mate as of October 2026. New York's concentration of large financial institutions, integrated health systems, and national telecom and retail headquarters generates consistent year-round demand for this role across the state.
Which New York cities have the most workforce management specialist jobs?
New York, New York, and Utica account for the most workforce management specialist openings in New York. New York City dominates because of its density of financial services firms, insurance carriers, and corporate headquarters, while Buffalo and Albany draw openings from regional healthcare systems and state agency operations that run large scheduling and staffing functions.
Are there remote workforce management specialist jobs in New York?
Yes, and more than most fields. About 33% of workforce management specialist openings tied to New York are remote or hybrid as of October 2026, reflecting the desk-based and analytical nature of the role. Real-time monitoring and intraday scheduling functions are the parts of the role most consistently offered in fully remote or hybrid arrangements by New York employers.
How can I get hired as a workforce management specialist in New York with little or no experience?
The most realistic entry point is a scheduling coordinator or workforce analyst associate role, often posted by large New York contact centers, health systems like Northwell Health or NYC Health and Hospitals, or financial operations groups at major banks. Moving laterally from customer service team lead or HR coordinator positions is a well-recognized path. Completing platform training on Verint or NICE and building a portfolio of scheduling projects significantly strengthens a candidate's profile for competitive New York openings.
Where can I find and apply to workforce management specialist jobs in New York?
You can find and apply to workforce management specialist jobs in New York on Migrate Mate, which lists current openings across the state. Search the roles available, identify the ones that match your background and target location, and apply directly to whichever positions fit your experience and goals.
See All 6 Workforce Management Specialist Jobs in New York
Find roles in New York that match your experience and apply in just a few clicks.
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