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.

What You'll Do:

Team Leadership & Management

• 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.

Workforce Planning Strategy

• 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.

Performance Oversight & Reporting

• 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.

Process Improvement & Quality Management

• Identify and implement process improvements to enhance efficiency and service quality.
• Ensure adherence to SLAs and optimal use of workforce management tools.

Collaboration & Cross Departmental Coordination

• Partner with operations, IT, and training teams to align on service objectives.
• Support cross-functional initiatives with workforce management expertise.

Systems & Tools Oversight

• 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.

Additional Responsibilities

• Address escalated issues and perform other duties as assigned by leadership.

This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.
Qualifications

Knowledge, Skills, and Abilities You'll Need to Be Successful:

• 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.

Work Location: This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work.

What You'll Bring (Minimum 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.

Experience in lieu of education: 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.

Bonus Points For (Preferred Qualifications):

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

Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Working Conditions:

• Flexibility for evenings/weekends during peak periods or outages.

Travel:

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

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Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; 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; and 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, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.