Contact Center Workforce Management Supervisor

This is a fully remote position, open to applicants in Utah.

📋 Description

• Oversee the design, implementation, and ongoing enhancement of workforce management initiatives for Intermountain’s Enterprise Contact Center.

• Manage a team of contact center WFM analysts through coaching, constructive feedback, performance evaluations, and professional growth.

• Cultivate an engaged, inclusive, and high-achieving WFM team that embodies Intermountain’s core values.

• Collaborate with ECC Operations, Quality, and subject matter experts to assess WFM requirements and synchronize activities with business objectives.

• Work alongside Quality Assurance to ensure WFM efforts align with call standards, quality indicators, and calibration results.

• Partner with ECC leadership on new service introductions, process modifications, technology deployments, and enterprise-wide initiatives.

• Maintain precise WFM documentation, attendance logs, and competency assessments.

• Guarantee WFM preparedness for go-live events, staffing changes, and workflow adjustments.

• Assist in aligning staffing, ensuring consistency, operational readiness, performance, quality, and enhancing patient experiences across contact center operations.

⛳️ Requirements

• Proven experience in the healthcare sector, contact center environment, or relevant equivalent experience.

• Strong capability to effectively lead a team and work collaboratively with others.

• Exceptional written and verbal communication as well as interpersonal skills.

• Proficient in conflict resolution, effective coaching, and team building in a leadership role.

• Highly driven, accountable, and well-organized.

• Knowledgeable with applicable work experience.

• Familiarity with Microsoft Office 365, telephone systems, and pertinent computer applications.

• Ability to organize, prioritize, supervise, and independently manage projects.

• Experience with WFM software such as Genesys Cloud, NICE IEX, Verint, or Aspect is highly regarded.

• Preferred minimum of five years in workforce management, covering forecasting, scheduling, capacity planning, and real-time operations.

• Preferred at least one year of supervisory, lead, or team leadership experience.

• A Bachelor’s degree in business, healthcare administration, operations management, or a related field is preferred.

• Ability to visually interpret information, documents, and displays; recognize equipment and supplies; and evaluate customer needs.

• Capable of verbal communication and quick comprehension of spoken information, requirements, and issues.

• Manual dexterity for precise manipulation of intricate and delicate equipment.

• Frequent use of computers for typing and retrieving necessary information.

🏝️ Benefits

• Eligibility for benefits.

• Comprehensive benefits package encompassing wellness, health, security, connection, and engagement initiatives.

• PEAK program providing upfront tuition assistance paid directly to educational institutions.

• Over 100 learning opportunities, including undergraduate programs, high school diplomas, and professional skills certifications.

• PEAK eligibility starting from the first day of employment.

• Opportunities for professional development.

• Remote work arrangement available.

• Company equipment and remote work expectations addressed according to Intermountain policies.