Remote WFM Supervisor, Enterprise Contact Center

Intermountain Health; San Juan (PR); On-site; USD 53,000 - 83,000; Full time

Job summary

Intermountain Health is hiring an Operations Workforce Management Supervisor to lead the design, delivery, and continuous improvement of WFM programs for the Enterprise Contact Center. You will supervise analysts and collaborate with ECC Operations, Quality, and Leadership to align activities with performance, quality, and patient experience goals.

The role drives staffing alignment, operational readiness, and governance across patient access, scheduling, and customer experience initiatives in a

Qualifications

• Demonstrated work experience in the health care industry, contact center, or applicable equivalency.
• Demonstrated ability to effectively lead a team and collaborate with others.
• Demonstrated highly effective written and verbal communication skills and effective interpersonal skills as well as the proven ability to resolve conflict, be an effective coach, and team builder in a leadership capacity.
• Demonstrated ability to be highly motivated, responsible, and organized. Knowledge and applicable work experience. Working knowledge of Microsoft Office 365, telephone equipment and relevant computer programs.
• Demonstrated ability to organize, prioritize, supervise, and work independently on projects

Responsibilities

• 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.
• Partners with ECC Operations, Quality, and Subject Matter Experts to identify WFM needs and align activities with business priorities.
• Collaborates with Quality Assurance to align WFM activities with call standards, quality metrics, and calibration outcomes.
• Works closely with ECC leadership to support new service launches, process changes, technology implementations, and enterprise initiatives.
• Maintains accurate WFM documentation, attendance records, and competency validation as required.
• Ensures WFM readiness for go‑live events, staffing transitions, and workflow changes.

Skills

People Management

Project Management

Time Management

Hiring

Onboarding

Coaching

Leadership

Mentorship

KPI

Metrics Development

Education

Bachelor’s degree in business, healthcare administration, operations management, or related field

Tools

Genesys Cloud

NICE IEX

Verint

Aspect

Job description

Intermountain Health is hiring an Operations Workforce Management Supervisor to lead the design, delivery, and continuous improvement of WFM programs for the Enterprise Contact Center. You will supervise analysts and collaborate with ECC Operations, Quality, and Leadership to align activities with performance, quality, and patient experience goals.

The role drives staffing alignment, operational readiness, and governance across patient access, scheduling, and customer experience initiatives in a