Contact Center Workforce Management Supervisor
About The Position
The Operations Workforce Management (WFM) Supervisor – Enterprise Contact Center is responsible for leading the design, delivery, and continuous improvement of programs that enable high-quality, compliant, and compassionate service across Intermountain’s Enterprise Contact Center. This role supervises WFM analysts and partners closely with ECC Operations, Quality, and Leadership to ensure WFM activities are aligned to meet performance, quality, and patient experience expectations. The WFM Supervisor plays a critical role in driving consistency, staffing alignment, and operational readiness across contact center functions supporting patient access, scheduling, registration, and customer experience. Join Our Team as a Workforce Management Supervisor! We are seeking an organized and detail-oriented Workforce Management Supervisor to join our Contact Center team. If you're passionate about providing exceptional care and want to work in an environment that values growth, we’d love to hear from you!
Requirements
- Demonstrated work experience in the health care industry, contact center, or applicable equivalency.
- Demonstrated ability to effectively lead a team and collaborate with others.
- Demonstrated highly effective written and verbal communication skills and effective interpersonal skills as well as the proven ability to resolve conflict, be an effective coach, and team builder in a leadership capacity.
- Demonstrated ability to be highly motivated, responsible, and organized.
- Knowledge and applicable work experience.
- Working knowledge of Microsoft Office 365, telephone equipment and relevant computer programs.
- Demonstrated ability to organize, prioritize, supervise, and work independently on projects.
Nice To Haves
- Bachelor’s degree in business, healthcare administration, operations management, or a related field.
- Experience with WFM software such as Genesys Cloud, NICE IEX, Verint, or Aspect is highly valued.
- Minimum of five (5) years of workforce management experience, including forecasting, scheduling, capacity planning, and real-time operations, with at least one (1) year of supervisory, lead, or team leadership experience.
Responsibilities
- Directly supervises contact center WFM analysts, providing coaching, feedback, performance management, and professional development.
- Fosters an engaged, inclusive, and high-performing WFM team aligned with Intermountain values.
- Partners with ECC Operations, Quality, and Subject Matter Experts to identify WFM needs and align activities with business priorities.
- Collaborates with Quality Assurance to align WFM activities with call standards, quality metrics, and calibration outcomes.
- Works closely with ECC leadership to support new service launches, process changes, technology implementations, and enterprise initiatives.
- Maintains accurate WFM documentation, attendance records, and competency validation as required.
- Ensures WFM readiness for go‑live events, staffing transitions, and workflow changes.
Benefits
- Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
