Automated Health Systems, a dynamic healthcare management company, is seeking a Workforce Management Coordinator to support workforce management operations across multiple healthcare contact center programs. This role is responsible for monitoring real-time agent adherence, managing intraday staffing adjustments, and partnering with operations leadership to maintain service level performance in a fast-paced, high-volume environment.

Benefits

Health, dental, and vision insurance
401(k)
Employee wellness program
Training and career growth opportunities

Responsibilities

Monitor real-time agent adherence, staffing levels, and queue performance across multiple contact center programs
Track adherence exceptions and communicate real-time staffing recommendations to supervisors and operations leadership
Process intraday schedule adjustments, including overtime, voluntary time off (VTO), schedule changes, and exception requests
Monitor service level, average speed of answer (ASA), occupancy, abandonment rate, and other key workforce metrics
Analyze staffing trends and recommend operational adjustments to maintain service levels
Produce daily workforce reports and communicate staffing updates throughout each shift
Maintain accurate workforce management data, schedules, and activity codes
Collaborate with Workforce Management, Operations, and Technical teams to support staffing strategies and operational performance
Participate in continuous improvement initiatives and workforce planning activities

Qualifications

Qualifications for the position include

Associate's degree in Business, Information Systems, or related field preferred; equivalent experience considered
Minimum of 2 years of real-time adherence or workforce management experience in a contact center environment
Experience with workforce management platforms such as Verint, NICE IEX, or Genesys Cloud WFM
Strong understanding of contact center metrics including service level, adherence, occupancy, ASA, and abandonment rate
Advanced Microsoft Excel and reporting skills
Ability to remain calm and make sound decisions in a fast-paced operational environment
Healthcare, Medicaid, or government contact center experience preferred

Automated Health Systems is an Equal Opportunity Employer.

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