Manager, Workforce Management Care Center - Salt Lake City, Utah

About the role

If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

Responsibilities

• Team Leadership & Management
  • Lead and mentor Workforce Analysts and support staff, fostering a high-performing, collaborative team.
  • Set goals aligned with organizational priorities and conduct performance evaluations with tailored training plans.
  • Ensure the team has the resources and support needed to succeed.
• Workforce Planning Strategy
  • Develop and oversee strategies for forecasting, scheduling, and staffing to achieve service level targets (e.g., 80% of calls answered within 20 seconds).
  • Manage short- and long-term planning using historical data, trends, and contingency plans for volume spikes or outages.