About the position
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!
Responsibilities
• 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.
• Partners with ECC Operations, Quality, and Subject Matter Experts to identify WFM needs and align activities with business priorities.
• Collaborates with Quality Assurance to align WFM activities with call standards, quality metrics, and calibration outcomes.
• Works closely with ECC leadership to support new service launches, process changes, technology implementations, and enterprise initiatives.
• Ensures WFM readiness for go‑live events, staffing transitions, and workflow changes.
• Maintains accurate WFM documentation, attendance records, and competency validation as required.
Requirements
• Demonstrated leadership success in Operations Supervisor role, preferably within Workforce Management.
• Demonstrated expert level operational knowledge and technical expertise.
• Demonstrated ability to analyze and summarize data, develop a business case, and effectively present a proposal for change.
• Demonstrated knowledge of process improvement principles and demonstrates effective project management skills.
• Demonstrated strong organizational skills; attention to detail; and effective interpersonal, verbal, and written communication skills.
• Demonstrated effectiveness in leading individual contributors and leading leaders.
• Demonstrated proactive approach and the ability to see the job that needs to be done and take action to complete it.
• 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.
Nice-to-haves
• Bachelor’s degree in business, healthcare administration, operations management, or a related field.
• Demonstrated 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 is highly valued.
Benefits
• Comprehensive 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.