Automated Health Systems, a dynamic healthcare management company, is seeking a Workforce - Senior Forecaster to support workforce planning and real-time operations within a high-volume contact center environment. This role is responsible for developing forecasts, monitoring performance metrics, and ensuring alignment between staffing plans and operational demand.
The Workforce - Senior Forecaster works closely with workforce management and operations leadership to optimize staffing levels, support service level performance, and provide data-driven insights to improve operational efficiency.
This position is remote.
Benefits
- Health / Dental / Vision insurance
- 401(k)
- Employee Wellness Program
- Comprehensive and ongoing training
- Strong company culture with career growth opportunities
Responsibilities
- Build and refine statistical models to anticipate Medicaid and federal policy, service demand, and contact center performance.
- Analyze historical trends, seasonality, utilization changes, trends and changing legislation to improve forecast accuracy.
- Partner with contact center operations, clients, and workforce teams to align forecasts. Monitor forecast accuracy, track errors, and develop dashboards to report insights to management
- Prepare clear, actionable reports to communicate forecast results, accuracy and prepare recommendations
Preferred QualificationsQualifications
- Associate degree in related field or equivalent experience required
- Minimum of 2 years of workforce forecasting experience in a contact center environment
- Experience with workforce management systems such as Verint, NICE, or similar platforms
- Advanced Excel and data analysis skills (pivot tables, complex formulas), and data visualization tools like Tableau or Power BI.
- Strong statistical knowledge, modeling, problem-solving abilities, and the capacity to navigate ambiguity. Excellent communication to negotiate and explain complex data to non-technical stakeholders. Ability to work in a fast-paced environment and manage multiple priorities
Skills Required
- Associate degree in related field or equivalent experience
- Minimum of 2 years of workforce forecasting or management experience in a contact center
- Experience with workforce management systems such as Verint, NICE, or similar platforms
- Strong understanding of call center metrics including service level, AHT, abandonment rate, and utilization
- Advanced Excel and data analysis skills
- Strong analytical, organizational, and problem-solving abilities
- Strong written and verbal communication skills
- Ability to work in a fast-paced environment and manage multiple priorities
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.
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