Operations Workforce Manager - Contact Center

Operations Workforce Manager

The Operations Workforce Manager involves forecasting call volumes, creating and adjusting staff schedules, and monitoring real-time performance to ensure optimal staffing levels, efficiency, and service quality. Key responsibilities include analyzing data, using WFM software, and making real-time adjustments to meet service level goals. This role requires an analytical mind, strong communication skills, and the ability to work in a fast-paced environment.

Essential Functions

• Leadership and collaboration : Build, lead, and develop a team of WFM analysts, providing coaching and feedback to improve performance. Collaborate with other call center managers and operations teams to align on strategy and address staffing challenges. Assist with the recruitment and training of new agents to ensure the organization has the right talent.
• Forecasting and capacity planning : Analyze historical call volume, handle times, and trends (e.g., seasonal changes and marketing campaigns) to accurately predict future workload. Develop short-, medium-, and long-term staffing plans to meet customer demand and service level agreements (SLAs). Work with finance and other departments to align budget plans with staffing needs.
• Process improvement : Analyze WFM processes to identify areas for automation and efficiency gains. Use data analysis to suggest changes to processes, staffing strategies, and training programs for continuous improvement.
• Scheduling and staffing : Create and manage employee schedules, forecast staffing needs based on demand, and ensure optimal staffing levels for operational efficiency.
• Performance monitoring : Track employee productivity, attendance, and key performance indicators (KPIs) to identify areas for improvement.
• Data analysis and reporting : Analyze workforce data, such as call volume, attrition rates, and productivity trends, and report findings to executives.
• Efficiency and planning : Implement strategies to improve efficiency, reduce costs, and align the workforce with business objectives. This includes developing hiring plans to meet compliance requirements.
• Compliance and policy : Ensure the company complies with labor laws and company policies.
• Problem-solving : Address performance issues and act as an advisor or subject matter expert to resolve scheduling and operational problems.

Skills

Minimum Qualifications

Preferred Qualifications

Physical Requirements

Location

Lake Park Building

Work City

West Valley City

Work State

Utah

Scheduled Weekly Hours

40

Hourly Range

$38.55 - $59.49

Benefits

We care about your well-being mind, body, and spirit which is why we provide our caregivers a 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.

Equal Opportunity

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.