• Workforce Manager - Contact Center

    Job Locations US-UT-Salt Lake City
    Job ID
    # of Openings
  • Overview

    As the nation’s largest physician-owned and managed occupational health care company, WorkCare has provided occupational healthcare services to some of the world’s most prominent organizations since 1984.


    At WorkCare, we believe health care that harmonizes with your company’s environment and business objective is better care. Our clients benefit from an extensive selection of wellness resources suitable to their individual needs with more than 3,500 clinic providers nationwide and a growing international clinic provider network. Through our comprehensive medical services, we maximize the health and safety of more than 1,000,000 workers per year on a worldwide basis. Our board-certified occupational health physicians are passionate about delivering our mission to improve employee health, productivity and safety through physician managed consulting services, technology-based information systems and customer-focused business models. From preventative programs to primary care, medical surveillance and health management, we have created a standard of excellence that improves quality of life, generates cost-effective care and improves the health care of the workforce.


    We are currently looking for a Full Time Workforce Manager to join our team in Salt Lake City, UT.



    Job Responsibilities

    • Generate/manage Contact Center schedules to ensure optimization and alignment with call patterns and department goals
    • Prepare and produce work volume and staffing forecasts on a daily, weekly, monthly, quarterly and annual basis and comparative data on results vs. forecasts
    • Identify opportunities for improvement and provide solutions
    • Provide workforce management scheduling and load balancing requirements for work peaks and valleys
    • Make adjustments for optimizing scheduling to maximize service and quality
    • Creates, updates/edits, and executes reports to Management based on current and historical data. Provides additional updates and recommendations based on intraday volume.
    • Analyzes the inbound and outbound call volume to determine the most appropriate future forecast model
      • Provides FTE recommendations to Management based on call volume pattern
    • Track standard call center metrics (SL, ASA, AHT and ACW) to determine required staffing levels and ensure internal and external commitments are met
    • Manage call-offs, tardiness, staffing coverage and overtime.
      • Manage attendance line for employee reported emergencies
    • Schedule employees shifts, in addition to breaks and off phone activities based on 15 minute incremental requirements
      • Manage staffing requirements for each operation with the II Department
    • Manage group communication and distribution of outbound assignments; making sure all tasks are assigned and communicated in a timely manner
      • Communicates outstanding tasks to Supervisors to ensure timely processing
    • Communicates employee adherence issues to Supervisors for real time improvement
    • Monitors and acknowledges inbound group communication regarding break/lunch adjustments
    • Processes time off requests
    • Responds/processes emailed requests via the Workforce Management mailbox
    • Works with leadership team to ensure that adequate staffing is in place and there is effective use of our human resources 
    • Oversee and manage Workforce Coordinator


    • Bachelor’s degree preferred
    • At least 3 years’ experience in workforce planning for contact center required
    • Proficient skill in call center workforce management software
    • Experience working with IEX workforce management software preferred
    • Knowledge of Workforce Management principle and disciplines
    • Ability to perform accurate data analysis for complex business groups
    • In-depth knowledge of Excel to warehouse, track and analyze data
    • Strong business, operational and procedural knowledge of a call center
    • Strong verbal and written communications skills
    • Strong attention to detail
    • Ability to define problems, collect data, establish a solution and report facts
    • Comfortable working under pressure including meeting deadlines
    • Excellent time management skills, the ability to multi-task and prioritize in a fast-paced environment
    • Ability to maintain confidential information




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