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.
Skills Required
- 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
- Associate's degree in Business, Information Systems, or related field (or equivalent experience)
- Healthcare, Medicaid, or government contact center experience
What We Do
Alberta Health Services is part of Canada’s first provincewide health system, aiming to build a provincial healthcare system that is high quality, sustainable, and accessible to all.
