Workforce Management Coordinator

ahscareers; Pittsburgh (Allegheny County); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k)

Employee wellness program

Training and career growth opportuntes

Job summary

Automated Health Systems in Pittsburgh, PA is seeking a Workforce Management Coordinator to support real-time adherence and intraday staffing across multiple contact center programs. You will monitor queue performance and collaborate with operations leadership to sustain service level targets in a fast-paced environment.

The ideal candidate has at least 2 years of workforce management experience, familiarity with Verint, NICE IEX, or Genesys Cloud WFM, and strong Excel/reporting skills.

Qualifications

• 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.

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.

Skills

Real-time adherence

Workforce management

Excel reporting

Decision making under pressure

Education

Associate's degree or equivalent experience

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.

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.