Manager, Workforce Management Care Center - Salt Lake City, Utah

Western Governors University • Salt Lake, UT

2d • Onsite

About The Position

The Workforce Management Manager leads a team of Workforce Analysts to optimize care center operations through strategic planning, forecasting, and performance management. This role drives service excellence, operational efficiency, and continuous improvement, ensuring alignment with WGU’s mission to support students and staff.

Requirements

• Bachelor’s degree in business, Management, or related area of study
• 5+ years in workforce management or contact centers, including 2+ years in a leadership role in a contact center.
• Experience with scheduling, forecasting, and workforce management systems, including Genesys.
• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements.

Nice To Haves

• Workforce management certification (e.g., CWPP, CWDP, or equivalent).
• Experience with multi-channel or remote workforce management.

Responsibilities

• Lead and mentor Workforce Analysts and support staff, fostering a high-performing, collaborative team.
• Set goals aligned with organizational priorities and conduct performance evaluations with tailored training plans.
• Ensure the team has the resources and support needed to succeed.
• Develop and oversee strategies for forecasting, scheduling, and staffing to achieve service level targets (e.g., 80% of calls answered within 20 seconds).
• Manage short- and long-term planning using historical data, trends, and contingency plans for volume spikes or outages.
• Analyze KPIs and workforce metrics to ensure alignment with operational goals.
• Ensure timely, accurate reporting on staffing performance and adherence.
• Present monthly performance dashboards to senior leadership with actionable insights.
• Identify and implement process improvements to enhance efficiency and service quality.
• Ensure adherence to SLAs and optimal use of workforce management tools.
• Partner with operations, IT, and training teams to align on service objectives.
• Support cross-functional initiatives with workforce management expertise.
• Manage and optimize the use of Genesys as the primary workforce management system for forecasting, scheduling, and reporting.
• Collaborate with IT and operations teams to enhance Genesys configurations for work routing and scheduling efficiency.
• Oversee additional workforce management tools as needed, ensuring seamless integration with Genesys.
• Stay informed on industry trends and lead system upgrades or implementations to improve operational performance.
• Address escalated issues and perform other duties as assigned by leadership.

Benefits

• medical, dental, vision, telehealth and mental healthcare
• health savings account and flexible spending account
• basic and voluntary life insurance
• disability coverage
• accident, critical illness and hospital indemnity supplemental coverages
• legal and identity theft coverage
• retirement savings plan
• wellbeing program
• discounted WGU tuition
• flexible paid time off for rest and relaxation with no need for accrual
• flexible paid sick time with no need for accrual
• 11 paid holidays
• other paid leaves, including up to 12 weeks of parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager