Data-Driven Workforce & Quality Analyst

Western Governors University; Salt Lake City (UT); On-site; USD 47,000 - 70,000; Full time

Benefits offered by this job

Bonuses

Medical, dental, vision

Wellbeing program

Tuition assistance

Paid time off

Job summary

Western Governors University seeks a Workforce Management Analyst to optimize staffing and scheduling for a multi-channel student support operation in Salt Lake City. You will forecast demand, assign schedules, and monitor real-time volumes to maintain SLA targets while leveraging AI-driven insights.

Proficiency with Salesforce, Genesys Cloud, and ServiceNow, plus Microsoft tools, will support data-driven decision making and process improvements.

Qualifications

• Bachelor’s degree in a related area is required.
• 2 years of experience in contact center auditing, schedule plan analysis and development, and leading calibration activities.

Responsibilities

• Ensure staffing and time allocation to meet SLA objectives.
• Monitor Omni-Channel volumes and distribute staff across operational hours.
• Identify contingency plans to support during high interaction periods.
• Review volumes and trigger actions to mitigate spikes and escalations.
• Provide real-time updates to stakeholders on evolving situations.

Skills

Analytical skills

Communication

Teamwork

Salesforce

Genesys Cloud

ServiceNow

Microsoft products

Independent work

Education

Bachelor’s degree

Tools

Salesforce

Genesys Cloud

ServiceNow

Microsoft Office

Job description

Western Governors University seeks a Workforce Management Analyst to optimize staffing and scheduling for a multi-channel student support operation in Salt Lake City. You will forecast demand, assign schedules, and monitor real-time volumes to maintain SLA targets while leveraging AI-driven insights.

Proficiency with Salesforce, Genesys Cloud, and ServiceNow, plus Microsoft tools, will support data-driven decision making and process improvements.