Strategic Workforce & Quality Analyst

WGU; Salt Lake City (UT); Presencial; USD 47.000 - 70.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Bonuses

Health benefits

Tuition discount

Flexible PTO

Parental leave

Descripción de la vacante

WGU in Salt Lake City is seeking an experienced workforce operations professional for a full-time in-office role. You will oversee staffing, scheduling, and channel coverage to meet service level agreements and ensure operational excellence.

The role emphasizes data-driven decision making, collaboration with cross-functional teams, and adapting to evolving student needs in a fast-paced environment. A bachelor’s degree is required, with strong analytical and communication skills.

Formación

• Requires a bachelor's degree in a related field.
• Strong analytical and communication abilities.
• Ability to work independently and within a team.

Responsabilidades

• Ensure staffing and time allocation to meet SLA objectives.
• Monitor omni-channel volumes and distribute staff across hours.
• Develop contingency plans for high-volume periods.
• Support implementation of new processes and procedures.
• Use AI-driven insights for scheduling and staffing decisions.
• Provide real-time updates to stakeholders.

Conocimientos

Analytical thinking

Communication skills

Customer service focus

Teamwork

Problem solving

Educación

Bachelor's degree

Herramientas

Salesforce

Genesys Cloud

Service Now

Microsoft products

Descripción del empleo

WGU in Salt Lake City is seeking an experienced workforce operations professional for a full-time in-office role. You will oversee staffing, scheduling, and channel coverage to meet service level agreements and ensure operational excellence.

The role emphasizes data-driven decision making, collaboration with cross-functional teams, and adapting to evolving student needs in a fast-paced environment. A bachelor’s degree is required, with strong analytical and communication skills.