Workforce Management Coordinator
Automated Health Systems, a dynamic healthcare management company, is seeking an entry level 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
- Paid Holidays, PTO, 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
- Processing 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
- Associate's degree or higher in Business, Human Resources, Finance/Accounting, Information Systems, or related field preferred; equivalent in experience considered
- Experience working in a fast paced or metrics-based environment preferred
- Advanced Microsoft Excel and reporting skills required
- Ability to remain calm and make sound decisions in a fast-paced operational environment
- Healthcare, Medicaid, or Call Center experience preferred
Automated Health Systems is an Equal Opportunity Employer.