If you’re passionate about building a better future for individuals, communities, and our country—and you’re committed to working hard to play your part in building that future—consider WGU as the next step in your career.

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:
 

Pay Range: $45,300.00 - $67,900.00

Job Description

Essential Functions and Responsibilities:

Coordinates appropriate staffing allocation and availability of team members to achieve service level agreement (SLA) objectives.Monitors multiple traffic channels to ensure optimal staffing levels.Administers volume contingency action plans to ensure continual and quality service.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.Runs and analyzes reports and adjusts adjusting staffing levels to meet departmental productivity and service level goals.Assists in developing, creating, and implementing quality processes and procedures.Makes recommendations for enhancements to training materials.Identifies opportunities for process and procedure changes to improve students’ experiences.Handle daily exception requests, updates schedules and responds to escalated issues and ad-hoc requests.Facilitates real-time discussions with necessary stakeholders.Performs other duties as assigned
 

Knowledge, Skill and Abilities:

Ability to prioritize workload, meet deadlines, and perform multiple tasks with attention to detailAbility to adapt to a changing environment as new and updated processes are implementedAbility to effectively communicate verbally and in writingAbility to work proactively and anticipate upcoming situationAble to work in a team environment as well as independentlyAbility to work independently with minimal supervisionBroad knowledge of Assessment Services and Student ServicesDemonstrates strong organizational skillsCapable of problem-solving and creative thinking

Competencies: 

Organizational Impact: 

Works to achieve operational targets within job areas impacting department, function, or office results.​ Work is performed independently on moderately complex projects and assignments with some guidance required for direction and complex tasks. Sets objectives for oneself to meet the goals of projects or assignments.​ 

Problem Solving & Decision Making: 

Responsible for employing adjustments or recommended enhancements to systems and processes to solve problems or improve the job area’s effectiveness while leveraging a systems-thinking approach.​ Problems faced may require an understanding of a broader set of issues and job areas. 

Communication & Influence: 

Collaborates with contacts typically within the job area to obtain or provide information requiring some explanation or interpretation. 

Leadership & Talent Management 

May provide guidance and assistance to entry-level professionals and or support employees.​ Demonstrates the WGU leadership principles in all aspects of service to students, employees, and partners of WGU. 

Job Qualifications:

Minimum Qualifications:

Bachelor’s degree in a related area or equivalent experience in lieu of education.Two (2) years of experience related to contact center auditing, evaluating and developing scorecards, 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. 

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer.Must be able to lift up to 15 pounds at times.

#LI-aw2

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 Opportunity Employer: We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. #DEI