Workforce and Quality Analyst- Salt Lake City, Utah

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.
• #LI-BS1
• Position & Application Details
• 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 [email protected].
• Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.