Remote WFM Supervisor – Contact Center Ops

Intermountain Health; West Valley (WA); On-site; USD 35,000 - 55,000; Full time

Benefits offered by this job

Benefits package

Job summary

Intermountain Health is seeking a Workforce Management Supervisor for its Enterprise Contact Center. This role leads WFM analysts and collaborates with ECC Operations, Quality, and Leadership to ensure performance and patient experience metrics are met.

The position focuses on staffing alignment, program design, and governance across remote contact center functions. The role oversees go-live readiness, process changes, and enterprise initiatives, while ensuring compliance and documented WFM

Qualifications

• Experience in health care, contact center, or equivalent.
• Ability to lead a team and collaborate effectively.
• Strong written and verbal communication, conflict resolution, coaching and team-building.
• Organized, proactive, with working knowledge of Microsoft Office 365 and contact center tech.
• Capable of organizing, prioritizing, and supervising projects.

Responsibilities

• Directly supervise WFM analysts with coaching and performance management.
• Design and deliver WFM programs aligned to business priorities.
• Coordinate with Quality Assurance to align WFM with call quality and KPIs.
• Partner with ECC leadership for launches, changes, and enterprise initiatives.
• Maintain WFM documentation, attendance, and readiness for go-live events.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Education

Bachelor’s degree in business/healthcare/operations

Tools

Genesys Cloud

NICE IEX

Verint

Aspect

Job description

Intermountain Health is seeking a Workforce Management Supervisor for its Enterprise Contact Center. This role leads WFM analysts and collaborates with ECC Operations, Quality, and Leadership to ensure performance and patient experience metrics are met.

The position focuses on staffing alignment, program design, and governance across remote contact center functions. The role oversees go-live readiness, process changes, and enterprise initiatives, while ensuring compliance and documented WFM