Care Center Workforce Forecasting Leader

Western Governors University

United States

On-site

USD 62,000 - 103,000

Full time

11 days ago

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Benefits offered by this job

Bonuses

Health benefits

Retirement plan

Tuition discount

Flexible time off

Wellbeing program

Job summary

Western Governors University seeks a Workforce Management Manager to lead a team of Analysts in optimizing contact center performance. You will forecast, schedule, and manage staffing to meet service targets while driving continuous improvement.

You will analyze KPIs, report to senior leadership, and collaborate with IT, operations and training to enhance systems and processes. This full-time role is based in Salt Lake City with comprehensive benefits.

Qualifications

Bachelor’s degree in business, management, or related field.
5+ years in workforce management or contact centers, with 2+ years in a leadership role.
Experience with scheduling, forecasting, and workforce management systems, including Genesys.
Experience in lieu of education: 1 year of experience per year of education.
CWPP/CWDP certifications preferred.
Experience with multi-channel or remote workforce management.

Responsibilities

Lead and mentor Workforce Analysts and support staff, fostering a high‑performing, collaborative team.
Develop and oversee forecasting, scheduling, and staffing strategies to meet targets.
Analyze KPIs and dashboards; present monthly performance to senior leadership.
Ensure adherence to SLAs and optimize use of workforce management tools.
Collaborate with operations, IT, and training to align on objectives.
Manage Genesys configurations and integrate additional workforce tools as needed.