SLA-Driven Workforce & Quality Analyst

Western Governors University; United States; On-site; USD 47,000 - 70,000; Full time

Benefits offered by this job

Health benefits

Tuition assistance

Paid time off

Parental leave

Job summary

Western Governors University is seeking a Workforce Management Specialist to optimize staffing and scheduling for its student-support operations. The role requires coordinating across channels, analyzing interaction trends, and implementing contingency plans to maintain service levels.

Based in Salt Lake City, this full-time, in-office position offers benefits and opportunities to influence scheduling, training, and policy decisions while collaborating with cross-functional teams.

Qualifications

• Bachelor's degree in a related area.
• Two years of experience in contact center auditing, schedule plan analysis and development, and calibration activities.
• Experience in lieu of education may be substituted with equivalent relevant experience.
• Ability to work independently and as a team, analyze problems, and make decisions with minimal supervision.
• Workforce management certification (e.g., SWPP) is a plus.

Responsibilities

• Ensure staffing and time allocation of Individual Contributors to meet SLA objectives.
• Monitor omni-channel volumes and distribute staff across operational hours.
• Identify contingency plans for periods of high interactions and implement them.
• Provide real-time updates to stakeholders regarding evolving situations.
• Audit schedules for adherence and data accuracy, and support training groups on workforce policies.
• Travel up to 20% as needed by business requirements.

Skills

Analytical skills

Communication

Customer service

Problem solving

Multitasking

Team collaboration

Education

Bachelor's degree

Tools

Salesforce

Genesys Cloud

ServiceNow

Microsoft 365

Job description

Western Governors University is seeking a Workforce Management Specialist to optimize staffing and scheduling for its student-support operations. The role requires coordinating across channels, analyzing interaction trends, and implementing contingency plans to maintain service levels.

Based in Salt Lake City, this full-time, in-office position offers benefits and opportunities to influence scheduling, training, and policy decisions while collaborating with cross-functional teams.