Contact Center Workforce Management Supervisor

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⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $25 - $40 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

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IMH

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2007

🏗️ Construction

📦 Logistics

🛡️ Insurance

Construction • Logistics • Insurance

IMH is the Groupe IMA entity providing end-to-end housing assistance and post-claim services across France. It operates 24/7 emergency call-taking and rapid-response interventions for home incidents (fires, water damage, electrical faults, locksmithing), offers remote damage expertise and cost estimation, and manages repair-in-kind through a national network of vetted contractors. IMH also runs digital platforms to support project estimation and paid home-service offerings, coordinates large-scale catastrophe responses, and connects insurers, beneficiaries and service providers via its accredited prestataire network.

📋 Description

• Lead the design, delivery, and continuous improvement of workforce management programs for Intermountain’s Enterprise Contact Center • Supervise contact center WFM analysts through 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 with ECC leadership on new service launches, process changes, technology implementations, and enterprise initiatives • Maintain accurate WFM documentation, attendance records, and competency validation • Ensure WFM readiness for go-live events, staffing transitions, and workflow changes • Support staffing alignment, consistency, operational readiness, performance, quality, and patient experience across contact center functions

🎯 Requirements

• Demonstrated work experience in the health care industry, contact center, or applicable equivalency • Demonstrated ability to effectively lead a team and collaborate with others • Highly effective written and verbal communication and interpersonal skills • Ability to resolve conflict, coach effectively, and build teams in a leadership capacity • Highly motivated, responsible, and organized • Knowledge and applicable work experience • Working knowledge of Microsoft Office 365, telephone equipment, and relevant computer programs • Ability to organize, prioritize, supervise, and work independently on projects • Experience with WFM software such as Genesys Cloud, NICE IEX, Verint, or Aspect is highly valued • Preferred minimum of five years of workforce management experience, including forecasting, scheduling, capacity planning, and real-time operations • Preferred at least one year of supervisory, lead, or team leadership experience • Bachelor’s degree in business, healthcare administration, operations management, or a related field is preferred • Ability to see and read information, documents, and monitors; identify equipment and supplies; and assess customer needs • Ability to verbally communicate and hear and understand spoken information, needs, and issues quickly and accurately • Manual dexterity to manipulate complex and delicate equipment with precision and accuracy • Frequent computer use for typing and accessing needed information

🏖️ Benefits

• Benefits eligible • Generous benefits package covering wellness, health, security, connection, and engagement programs • PEAK program with up-front tuition coverage paid directly to the academic institution • 100+ learning options, including undergraduate studies, high school diplomas, and professional skills and certificates • PEAK eligibility from day 1 of employment • Professional development opportunities • Remote work arrangement • Company equipment and remote-work expectations addressed by Intermountain policies