Senior Workforce Management Supervisor

Job not on LinkedIn

🔥 0 minutes ago

⛷️ Utah – Remote

⛷️ Utah – Remote

💵 $31 - $48 / hour

⏰ Full Time

🟠 Senior

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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 Health’s Enterprise Contact Center • Supervise contact center WFM analysts, providing 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 to support new service launches, process changes, technology implementations, and enterprise initiatives • Ensure WFM readiness for go-live events, staffing transitions, and workflow changes • Maintain accurate WFM documentation, attendance records, and competency validation

🎯 Requirements

• Demonstrated leadership success in an Operations Supervisor role, preferably within Workforce Management • Demonstrated expert-level operational knowledge and technical expertise • Ability to analyze and summarize data, develop a business case, and present a proposal for change • Knowledge of process improvement principles and effective project management skills • Strong organizational skills and attention to detail • Effective interpersonal, verbal, and written communication skills • Effectiveness leading individual contributors and leaders • Proactive approach and ability to identify and complete needed work • Bachelor’s degree in business, healthcare administration, operations management, or a related field preferred • 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 highly valued • Minimum five years of workforce management experience, including forecasting, scheduling, capacity planning, and real-time operations • At least one year of supervisory, lead, or team leadership experience • Ability to see and read information, labels, documents, and monitors • Ability to verbally communicate and hear and understand spoken information • Manual dexterity to manipulate supplies and equipment • Frequent computer use • Ability to remain sitting or standing for long periods

🏖️ 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 through PEAK, including undergraduate studies, high school diplomas, and professional skills and certificates • PEAK eligibility beginning on day 1 of employment • Flexible work options where approved and stated in the job posting • Remote work options • Professional development opportunities