Workforce Management Coordinator

Automated Health Systems; Pittsburgh (Allegheny County); On-site; USD 60,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k)

Wellness program

Training & career growth

Job summary

Automated Health Systems is seeking a Workforce Management Coordinator to oversee real-time adherence and intraday staffing for multiple patient-focused contact center programs. You will partner with operations leadership to sustain service levels in a fast-paced environment.

Responsibilities include monitoring adherence, processing schedule adjustments, and producing daily workforce reports while collaborating with cross-functional teams to drive staffing strategies and continuous improvement

Qualifications

• Associate's degree preferred; equivalent experience considered.
• Minimum 2 years real-time adherence or WFM in a contact center.
• Experience with WFM platforms: Verint, NICE IEX, or Genesys Cloud WFM.
• Strong contact center metrics knowledge (SLA, adherence, occupancy, ASA, abandonment).
• Advanced Excel and reporting skills.
• Healthcare or government contact center experience preferred.

Responsibilities

• Monitor real-time agent adherence, staffing levels, and queue performance across multiple contact center programs
• Track adherence exceptions and communicate staffing recommendations
• Process intraday schedule adjustments (overtime, VTO, schedule changes, exception requests)
• Monitor service level, ASA, occupancy, abandonment rate, and other 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
• Participate in continuous improvement initiatives and workforce planning activities

Skills

Real-time adherence

Workforce management

Analytical skills

Education

Associate's degree or equivalent

Tools

Verint

NICE IEX

Genesys Cloud WFM

Job description

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.

• 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

Job Requirements

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.