Workforce Management Supervisor Senior

Join our team as a Workforce Management Supervisor in our Enterprise Contact Center. We are seeking an organized and detail-oriented leader passionate about providing exceptional care in an environment that values growth.

About the role

The Operations Workforce Management (WFM) Supervisor leads the design, delivery, and continuous improvement of programs that enable high-quality, compliant, and compassionate service across Intermountain’s Enterprise Contact Center. This role supervises WFM analysts and partners closely with ECC Operations, Quality, and Leadership to ensure WFM activities align with performance, quality, and patient experience expectations. The WFM Supervisor drives consistency, staffing alignment, and operational readiness across contact center functions supporting patient access, scheduling, registration, and customer experience.

Responsibilities

• Directly supervise contact center WFM analysts, providing coaching, feedback, performance management, and professional development.
• Foster an engaged, inclusive, and high-performing WFM team aligned with Intermountain values.
• Partner with ECC Operations, Quality, and Subject Matter Experts to identify WFM needs and align activities with business priorities.
• Collaborate with Quality Assurance to align WFM activities with call standards, quality metrics, and calibration outcomes.
• Work closely with ECC leadership to support new service launches, process changes, technology implementations, and enterprise initiatives.
• Ensure WFM readiness for go-live events, staffing transitions, and workflow changes.
• Maintain accurate WFM documentation, attendance records, and competency validation as required.

Requirements

• Demonstrated leadership success in an Operations Supervisor role, preferably within Workforce Management.
• Expert-level operational knowledge and technical expertise.
• Ability to analyze and summarize data, develop a business case, and effectively present proposals for change.
• Knowledge of process improvement principles and effective project management skills.
• Strong organizational skills; attention to detail; and effective interpersonal, verbal, and written communication skills.
• Proven effectiveness in leading individual contributors and other leaders.
• Proactive approach with the ability to identify and complete necessary tasks independently.

Qualifications

• Minimum:
  • No degree specified, but relevant experience required.
• Preferred:
  • Bachelor’s degree in business, healthcare administration, operations management, or a related field.
  • Leadership or supervisory experience, preferably in workforce management, coaching, or workforce development.
  • Experience with WFM software such as Genesys Cloud, NICE IEX, Verint, or Aspect.
  • Minimum of five (5) years of workforce management experience, including forecasting, scheduling, capacity planning, and real-time operations, with at least one (1) year of supervisory, lead, or team leadership experience.

Skills

• Accountability
• Coaching/Mentorship
• Decision Making
• Innovation
• Leadership
• Onboarding/Mentorship
• Key Performance Indicators (KPI)
• Oral/Written/Interpersonal Communication
• People Management
• Project Management
• Time Management
• Workforce Management

Physical Requirements

• Ongoing need to see and read information, labels, documents, monitors, identify equipment and supplies, and assess customer needs.
• Frequent interactions requiring verbal communication as well as hearing and understanding spoken information quickly and accurately.
• Manual dexterity for manipulating complex and delicate supplies and equipment, including frequent computer use for typing and accessing information.
• Ability to remain sitting or standing for long periods to perform work on a computer, telephone, or other equipment.

Pay

Hourly pay range: $31.01 - $48.84, dependent on experience.

Schedule

• Full-time, 40 hours per week.
• Remote work may be available where approved, but this role is not open to candidates residing in California, Connecticut, Hawaii, Illinois, New York, Pennsylvania, Rhode Island, Vermont, or Washington.

Benefits

Intermountain provides a generous benefits package covering mind, body, and spirit to foster a sustainable culture of wellness. Learn more about our comprehensive benefits package here.

Benefits eligible: Yes.