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Open nowPosted 80 days ago

Workforce Management Coordinator

Automated Health Systems70 open roles

Where
Pittsburgh, PA, USA
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Your applicationOpen nowWorkforce Management CoordinatorAutomated Health Systems · Pittsburgh, PA, USA

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The clock on this job

Early applications get read.

11.5% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.5%7 days
  4. 18.1%14 days
  5. 35.6%30 days
  6. 44.6%60 days
This job: posted 80 days ago

The posting

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.

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