Workforce Optimization Expert

17 hours ago


Salt Lake, Utah, United States Western Governors University Full time

Western Governors University is a pioneer in online education, dedicated to providing high-quality academic programs that cater to the needs of working professionals and students from diverse backgrounds. As a Workforce and Quality Analyst, you will play a vital role in ensuring that our contact center services meet the highest standards of quality and efficiency.

Key responsibilities include coordinating staffing allocation, monitoring multiple traffic channels, and administering volume contingency action plans to maintain quality service levels. You will also be responsible for running and analyzing reports, adjusting staffing levels to meet departmental productivity and service level goals, and assisting in developing quality processes and procedures.

The estimated annual salary for this position is between $45,300.00 and $67,900.00, depending on your skills, experience, and qualifications. We offer a comprehensive benefits package, including medical, dental, vision, telehealth, mental healthcare, health savings account, 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, and flexible paid time off.

To succeed in this role, you should possess strong analytical skills, problem-solving abilities, and effective communication skills. You should also be able to work independently with minimal supervision and collaborate with colleagues to achieve common goals. A bachelor's degree in a related area or equivalent experience is required, along with two years of experience in contact center auditing, evaluating, and developing scorecards, leading and tracking calibration activities.



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