Workforce Management Coordinator

Job Description

Job Description

Automated Health Systems, a dynamic healthcare company, has a Workforce Management Coordinator position available in McCandless Township.

This is an on-site position in our Pittsburgh, PA office.

Benefits:

• Health/dental/vision/supplemental insurance/401(k)/Paid Time Off
• Comprehensive and ongoing training
• Employee Wellness Program
• Strong company culture with career growth opportunities

The Workforce Management Coordinator Specialist assists with real time analysis of all Contact Center traffic utilizing the Workforce Management Suite (system) application.

The primary responsibilities include making effective decisions to manage volumes, approve time off, shift changes and Contact Center activities that affect staffing and the department’s ability to meet established Service Level Agreements (SLAs). This position requires strong analytical skills and the desire to embrace and initiate continuous improvement in the center.

This position requires an effective communicator who can work with employees and leadership at all levels of the organization to assist in meeting business unit goals, client goals, and corporate objectives.

Requirements

• Strong analytical skills to make real time decisions.
• Strong attention to detail with strategic thinking and planning skills required.
• Excellent interpersonal skills including strong listening, written and verbal communication, with ability to clearly and professionally communicate with others. Proficient with Microsoft Office programs.
• Experience with WFM applications (i.e., NICE InContact, Aspect, Verint, etc.).
• Experience with call routing strategies preferred.
• Experience with traditional Contact Center workforce planning, forecasting, planning, and general management strategies, and execution.
• Experience with real-time management of traditional Contact Center staff.
• Experience with execution to impact approaches, adjustment, and recovery strategies.
• Two years’ experience in workforce management Contact Centers.
• Associate’s Degree or equivalent experience required; Bachelor’s Degree preferred.

AHS is an Equal Opportunity Employer.

Please visit our website for more information:

“The Enlightened Choice in Health Service Management”

Founded in 1979, Automated Health Systems, Inc., provides vital health care services to the most vulnerable populations. From its headquarters in Pittsburgh, Pennsylvania, AHS manages state-of-the-art facilities located across the nation.

Our mission is what drives us to do everything possible to help those most in need. From the beginning, AHS has provided program development and administration services specifically related to enrollment, outreach and education in partnership with state administered healthcare programs. Our operations, including enrollment brokering, call center administration and eligibility services, are devoted primarily to underserved populations.

We provide a personalized approach to our clients, combining culturally sensitive outreach and education to support and empower consumers. In addition, we bring the resources, workflows and operational expertise to administer top-performing operations. Combined with the passion and commitment of a company that was formed solely to provide ser

Company Description

Founded in 1979, Automated Health Systems, Inc., provides vital health care services to the most vulnerable populations. From its headquarters in Pittsburgh, Pennsylvania, AHS manages state-of-the-art facilities located across the nation.\r\n\r\nOur mission is what drives us to do everything possible to help those most in need. From the beginning, AHS has provided program development and administration services specifically related to enrollment, outreach and education in partnership with state administered healthcare programs. Our operations, including enrollment brokering, call center administration and eligibility services, are devoted primarily to underserved populations.\r\n\r\nWe provide a personalized approach to our clients, combining culturally sensitive outreach and education to support and empower consumers. In addition, we bring the resources, workflows and operational expertise to administer top-performing operations. Combined with the passion and commitment of a company that was formed solely to provide ser