Workforce Management Supervisor Senior

Job Description: 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! Discover why Intermountain Health is a great place to work (youtube.com) Posting Specifics Pay Range: $31.01 - $48.84 depending on experience Benefits Eligible: Yes, check them out here Shift Details: Full-time, 40 hours per week Remote Work Details: We are committed to offering flexible work options where approved and stated in the job posting. However, we are currently not considering candidates who reside or plan to reside in the following states: California, Connecticut, Hawaii, Illinois, New York, Pennsylvania, Rhode Island, Vermont, and Washington. Please note that a video interview through Microsoft Teams will be required as well as potential onsite interviews and meetings Essential Functions WFM Leadership & Supervision 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. WFM Program Design & Delivery Partners with ECC Operations, Quality, and Subject Matter Experts to identify WFM needs and align activities with business priorities. Performance & Quality Alignment Collaborates with Quality Assurance to align WFM activities with call standards, quality metrics, and calibration outcomes. Operational Partnership Works closely with ECC leadership to support new service launches, process changes, technology implementations, and enterprise initiatives. Ensures WFM readiness for go‑live events, staffing transitions, and workflow changes. Governance, Compliance & Documentation Maintains accurate WFM documentation, attendance records, and competency validation as required. Skills Accountability Coaching/Mentorship Decision Making Innovation Leadership Onboarding/Mentorship Key Performance Indicators (KPI) Oral/Written/Interpersonal Communication People Management Project Management Time Management Workforce Management Minimum Qualifications Demonstrated leadership success in Operations Supervisor role, preferably within Workforce Management. Demonstrated expert level operational knowledge and technical expertise. Demonstrated ability to analyze and summarize data, develop a business case, and effectively present a proposal for change. Demonstrated knowledge of process improvement principles and demonstrates effective project management skills. Demonstrated strong organizational skills; attention to detail; and effective interpersonal, verbal, and written communication skills. Demonstrated effectiveness in leading individual contributors and leading leaders. Demonstrated proactive approach and the ability to see the job that needs to be done and take action to complete it. Preferred Qualifications: Bachelor’s degree in business, healthcare administration, operations management, or a related field. Demonstrated leadership or supervisory experience, preferably in workforce management, coaching, or workforce development. 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. Physical Requirements Ongoing need for employee to see and read information, labels, documents, monitors, identify equipment and supplies, and be able to assess customer needs. Frequent interactions with providers, colleagues, customers, members and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately. Manual dexterity of hands and fingers to manipulate complex and delicate supplies and equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc. Remain sitting or standing for long periods of time to perform work on a computer, telephone, or other equipment. Location: Lake Park Building Work City: West Valley City Work State: Utah Scheduled Weekly Hours: 40 The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $31.01 - $48.84 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. Learn more about our comprehensive benefits package here . By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment. 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. At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process. All positions subject to close without notice.