Senior Workforce Management Supervisor

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

📋 Description

• Lead the development, implementation, and ongoing enhancement of workforce management initiatives for Intermountain Health’s Enterprise Contact Center.

• Oversee contact center workforce management analysts, offering coaching, constructive feedback, performance evaluations, and opportunities for professional growth.

• Cultivate an engaged, inclusive, and high-achieving workforce management team that embodies Intermountain's core values.

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

• Work alongside Quality Assurance to ensure workforce management functions align with call standards, quality metrics, and calibration results.

• Partner with ECC leadership to facilitate new service introductions, process modifications, technology rollouts, and enterprise-wide initiatives.

• Guarantee workforce management preparedness for go-live events, staffing adjustments, and workflow modifications.

• Keep precise workforce management documentation, attendance logs, and competency assessments.

⛳️ Requirements

• Proven leadership success in an Operations Supervisor capacity, ideally within the realm of Workforce Management.

• Extensive operational knowledge and technical proficiency.

• Capability to analyze and synthesize data, create a business case, and present proposals for change.

• Familiarity with process improvement methodologies and strong project management abilities.

• Exceptional organizational skills and meticulous attention to detail.

• Proficient interpersonal, verbal, and written communication capabilities.

• Ability to effectively lead both individual contributors and other leaders.

• Proactive mindset with the ability to identify and carry out necessary tasks.

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

• Demonstrated leadership or supervisory experience, preferably in workforce management, coaching, or workforce development.

• Experience with workforce management software such as Genesys Cloud, NICE IEX, Verint, or Aspect is highly valued.

• At least five years of workforce management experience, encompassing forecasting, scheduling, capacity planning, and real-time operations.

• Minimum of one year in a supervisory, lead, or team leadership role.

• Ability to visually interpret information, labels, documents, and monitors.

• Proficient verbal communication skills and the ability to hear and comprehend spoken information.

• Manual dexterity to handle supplies and equipment efficiently.

• Frequent use of computers.

• Capability to remain seated or standing for extended periods.

🏝️ Benefits

• Eligible for benefits.

• Comprehensive benefits package that includes wellness, health, security, connection, and engagement programs.

• PEAK program offering upfront tuition coverage paid directly to the educational institution.

• Access to over 100 learning opportunities through PEAK, including undergraduate courses, high school diplomas, and professional skill certifications.

• PEAK eligibility starting on the first day of employment.

• Flexible work options as approved and specified in the job posting.

• Options for remote work.

• Opportunities for professional development.