Workforce and Quality Analyst- Salt Lake City, Utah

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: Professional 303 Pay Range: $46,700.00 - $70,000.00

Job Description

What You'll Do:

• Ensures proper staffing and time allocation of Individual Contributors in order to achieve Service Level Agreement (SLA) objectives.
• Monitor and review Omni-Channel volumes, ensuring the staff is appropriately distributed to provide support across all operational hours.
• Identifies and recommends possible contingency plans to support Individual Contributors during periods of higher-than-normal interactions.
• Support the implementation of contingency plans based on the impacted service lines specific policies, ensuring a prompt response to unexpected changes in student needs.
• Monitors incoming volumes, reacts to emerging trends, and triggers appropriate actions to mitigate spikes and escalates issues according to escalation plan for issues such as system outages.
• Deploys emergency side queues during periods of high call volume, vendor outages, and environmental events.
• Monitor active Omni-Channels incoming vs expected volumes, allowing for early detection of deviations in expected trends.
• Reviews and utilizes artificial intelligence, speech and text analytics, and sentiment analysis, to identify trends in student/staff member channels.
• Uses data collected by artificial intelligence to aid in root cause analysis of interaction drivers and recommends changes to scheduling, staffing, and mitigation tactics accordingly.
• Supports stakeholders with the development, testing, and implementation of new processes and procedures.
• Using data collected by artificial intelligence makes recommendations for training enhancements to address evolving trends.
• Supports training groups in the creation and updating of materials surrounding workforce management, ensuring individual contributors and leaders are up to date on workforce policies and procedures.
• Monitor multiple communication channels from both individual contributors and leaders for same-day modifications to schedules.
• Manage and update activity codes based on business need, ensuring proper data collection.
• Manage creation and updating of workplans based on business needs.
• Provide support in creating or migrating individual contributor accounts to the appropriate business unit.
• Generate forecasts and schedules as needed, based on business outlook.
• Manage omni-channel capacity configuration for voice, email, chat, and sms interactions.
• Support in providing access to current and new employees to the systems and applications necessary to fulfill job responsibilities.
• Review and recommend enhancements to currently available systems and applications.
• Work with data analytics on strategies for accurate data collection and creation of consumable reporting.
• Manages internal knowledge base, ensuring updated information on policies and procedures.
• Adhere to your individual schedule and ensure completion of assigned tasks within service level agreement (SLA) window.
• Provide real-time updates to necessary stakeholders regarding evolving situations within the business, utilizing proper channels.
• Provide real-time updates to necessary stakeholders regarding evolving situations within the business, utilizing proper channels.
• Champions the Leadership Principles and maintains a Solid Strength, at minimum, demonstration of the principles within their daily duties.
• Secondary duties may include employee engagement and may represent the department in meetings as needed.
• Perform regular audits of schedules to ensure proper capture of adherence, occupancy, and other related data.
• Performs other duties as assigned

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:

• Proficiency with Salesforce, Genesys Cloud, Service Now, and Microsoft products.
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Exceptional verbal and written communication skills
• Ability to work independently and as a team, analyze problems, and make decisions with minimal management intervention.
• Proactively involve key department teams when necessary
• Ability to adapt to and identify new and existing technologies, architectures, and best practices.
• Ability to diligently follow standards and best practices for multiple lines of business.
• Ability to manage multiple issues simultaneously in a high-pressure environment where change is common.
• Ability to anticipate potential obstacles and develop contingency plans to overcome them.
• Ability to prioritize workload, meet deadlines, and perform multiple tasks.
• Exhibits attention to detail and accuracy in all areas.
• Demonstrates strong organizational skills
• Capable of problem-solving and creative thinking to help solve new and existing issues.

Work Location:

This is a full-time, in-office position requiring five days per week in our Salt Lake City, Utah office, designed to foster the collaboration and connection that fuel our best work.

Schedule: Monday-Friday, with two available shifts: 8:00 a.m.-5:00 p.m. or 10:00 a.m.-7:00 p.m.

What You'll Bring (Minimum Requirements):

• Bachelor's degree in a related area
• Two (2) years of experience in contact center auditing, schedule plan analysis and development, and leading and tracking calibration activities.

Experience in lieu of education:

• Equivalent relevant experience performing the essential functions of this job may substitute for education degree requirements. Generally, equivalent relevant experience is defined as 1 year of experience for 1 year of education and is the discretion of the hiring manager.

Bonus Points For (Preferred Qualifications):

• Workforce management certification, such as one offered through the Society of Workforce Planning Professionals (SWPP)
• Prior experience supporting student-facing services in a higher education environment
• Experience in real-time analysis, including monitoring interaction volumes against forecast and making intraday staffing adjustments
• Experience building and maintaining schedules for contact center staff

Travel:

This position requires occasional travel of up to 20%, including required attendance at designated company summits (typically one to two per year). Additional travel may include conferences, visits to company locations, and other business-related events as needed. Additional travel may be assigned as needed to support business requirements.

Visa Sponsorship:

While we welcome applicants from all backgrounds, WGU is not able to provide visa sponsorship for this role.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and 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 for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting@wgu.edu.

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.