Workforce Management Coordinator

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 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.