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

Western Governors University•Salt Lake City, UT

1d•$62,400 - $103,000•Onsite

About The Position

Manager, Workforce Management Care Center - Salt Lake City, Utah If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Management_Executive 603 Pay Range: $62,400.00 - $103,000.00 Job Description 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

Strong leadership and team management skills with a focus on mentorship.
Excellent communication and interpersonal skills for collaboration.
Analytical mindset with expertise in interpreting complex data.
Strategic thinking to align workforce plans with long-term goals.
Proficiency with Genesys and other workforce management platforms, as well as data visualization tools (e.g., PowerBI).
High attention to detail and adaptability to dynamic environments.
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. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

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.