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

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. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:   Grade: Management_Executive 603 Pay Range: $62,400.00 - $103,000.00 Job Description The Workforce Management Manager leads a team of Workforce Analysts to optimize care center operations through strategic planning, forecasting, and performance management. This role drives service excellence, operational efficiency, and continuous improvement, ensuring alignment with WGU’s mission to support students and staff.   What You’ll Do:

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. Performance Oversight & Reporting Analyze KPIs and workforce metrics to ensure alignment with operational goals. Ensure timely, accurate reporting on staffing performance and adherence. Present monthly performance dashboards to senior leadership with actionable insights. Process Improvement & Quality Management Identify and implement process improvements to enhance efficiency and service quality. Ensure adherence to SLAs and optimal use of workforce management tools. Collaboration & Cross Departmental Coordination Partner with operations, IT, and training teams to align on service objectives. Support cross-functional initiatives with workforce management expertise. Systems & Tools Oversight Manage and optimize the use of Genesys as the primary workforce management system for forecasting, scheduling, and reporting. Collaborate with IT and operations teams to enhance Genesys configurations for work routing and scheduling efficiency. Oversee additional workforce management tools as needed, ensuring seamless integration with Genesys. Stay informed on industry trends and lead system upgrades or implementations to improve operational performance. Additional Responsibilities Address escalated issues and perform other duties as assigned by leadership. This job description includes a general representation of job requirements rather than a comprehensive inventory of all required responsibilities or work activities. The contents of this document or related job requirements may change at any time with or without notice.

Knowledge, Skills, and Abilities You’ll Need to Be Successful: Strong leadership and team management skills with a focus