# Workforce Management Specialist

**Company**: Western Governors University (WGU)
**Location**: Salt Lake City, Utah
**Work arrangement**: onsite
**Experience**: mid
**Job type**: full-time
**Salary**: $46,700.00 - $70,000.00
**Category**: Customer Service
**Industry**: Education

**Apply**: https://wgu.wd5.myworkdayjobs.com/en-US/External/job/Salt-Lake-City-UT/Workforce-and-Quality-Analyst--Salt-Lake-City--Utah_JR-026199?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_372fe361-f0b

## Description

We are seeking a Workforce Management Specialist to join our team at Western Governors University (WGU). As a Workforce Management Specialist, you will play a critical role in ensuring proper staffing and time allocation of Individual Contributors to achieve Service Level Agreement (SLA) objectives.

Responsibilities:

- Ensures proper staffing and time allocation of Individual Contributors to achieve SLA objectives.

- Monitors and reviews Omni-Channel volumes, ensuring the staff is appropriately distributed to provide support across all operational hours.

- Identifies and recommends possible contingency plans to support Individual Contributors during periods of higher-than-normal interactions.

- Supports the implementation of contingency plans based on impacted service lines specific policies.

- Monitors incoming volumes, reacts to emerging trends, and triggers appropriate actions to mitigate spikes and escalates issues according to escalation plan.

- Deploys emergency side queues during periods of high call volume, vendor outages, and environmental events.

- Reviews and utilizes artificial intelligence, speech and text analytics, and sentiment analysis to identify trends in student/staff member channels.

- Uses data collected by artificial intelligence to aid in root cause analysis of interaction drivers and recommends changes to scheduling, staffing, and mitigation tactics.

- Supports stakeholders with the development, testing, and implementation of new processes and procedures.

- Provides real-time updates to necessary stakeholders regarding evolving situations within the business.

Requirements:

- Bachelor's degree in a related area.

- Two (2) years of experience in contact center auditing, schedule plan analysis and development, and leading and tracking calibration activities.

- Proficiency with Salesforce, Genesys Cloud, Service Now, and Microsoft products.

- Strong analytical skills balanced with effective communication and excellent customer service skills.

Preferred Qualifications:

- Workforce management certification, such as one offered through the Society of Workforce Planning Professionals (SWPP).

- Prior experience supporting student-facing services in a higher education environment.

- Experience in real-time analysis, including monitoring interaction volumes against forecast and making intraday staffing adjustments.

- Experience building and maintaining schedules for contact center staff.

Benefits:

- Medical, dental, vision, telehealth and mental healthcare.

- Health savings account and flexible spending account.

- Basic and voluntary life insurance.

- Disability coverage.

- Accident, critical illness and hospital indemnity supplemental coverages.

- Legal and identity theft coverage.

- Retirement savings plan.

- Wellbeing program.

- Discounted WGU tuition.

- Flexible paid time off.

- 11 paid holidays.

- Up to 12 weeks of parental leave.

## Skills

### Required
- Salesforce
- Genesys Cloud
- Service Now
- Microsoft products
- analytical skills
- communication skills
- customer service skills

### Nice to have
- Workforce management certification
- higher education experience
- real-time analysis experience
- schedule building experience

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Source: [Apply at wgu.wd5.myworkdayjobs.com](https://wgu.wd5.myworkdayjobs.com/en-US/External/job/Salt-Lake-City-UT/Workforce-and-Quality-Analyst--Salt-Lake-City--Utah_JR-026199?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)