Contact Center Workforce Management Supervisor

Job Description:

The Operations Workforce Management (WFM) Supervisor – Enterprise Contact Center is responsible for leading 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 are aligned to meet performance, quality, and patient experience expectations.
The WFM Supervisor plays a critical role in driving consistency, staffing alignment, and operational readiness across contact center functions supporting patient access, scheduling, registration, and customer experience.

Join Our Team as a Workforce Management Supervisor!

We are seeking an organized and detail-oriented Workforce Management Supervisor to join our Contact Center team. If you're passionate about providing exceptional care and want to work in an environment that values growth, we’d love to hear from you!

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Posting Specifics

• Pay Range: $25.39 - $40 depending on experience

• Benefits Eligible: Yes, check them out here

• Shift Details: Full-time, 40 hours per week

• Additional Details: fully remote position

Essential Functions

WFM Leadership & Supervision

• 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.

WFM Program Design & Delivery

• Partners with ECC Operations, Quality, and Subject Matter Experts to identify WFM needs and align activities with business priorities.

Performance & Quality Alignment

• Collaborates with Quality Assurance to align WFM activities with call standards, quality metrics, and calibration outcomes.

Operational Partnership

• Works closely with ECC leadership to support new service launches, process changes, technology implementations, and enterprise initiatives.

Governance, Compliance & Documentation

• 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

• Key Performance Indicators (KPI)

• Metrics Development

Required 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

Preferred Qualifications

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

• Experience with WFM software such as Genesys Cloud, NICE IEX, Verint, or Aspect is highly valued.

• 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.

Physical Requirements

• Ongoing need for caregiver to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.

• Frequent interactions with providers, colleagues, customers, patients/clients, and visitors require caregiver to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

• Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

Location:

Lake Park Building

Work City:

West Valley City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience. 

$25.39 - $40.00

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here.

By applying for a position with Intermountain, I acknowledge that I will comply with all applicable Intermountain policies and expectations. If applying for a remote or hybrid role, this includes remote work expectations related to confidentiality, information security, work schedules, conflicts of interest, and use of company equipment. I further acknowledge that outside employment or activities may not interfere with job responsibilities or create a conflict of interest with Intermountain. Actual or reasonably perceived conflicts may be grounds for disqualification from consideration or, if hired, corrective action up to and including termination of employment.

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.