Workforce - Senior Forecaster
About The Position
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.
Requirements
- Associate degree in related field or equivalent experience required
- Minimum of 2 years of workforce forecasting or workforce management experience in a contact center environment
- 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
Nice To Haves
- Healthcare or public program experience preferred
Responsibilities
- Develop and maintain workforce forecasts (daily, weekly, and monthly) based on historical and real-time data
- Align staffing requirements with forecasted call volume and operational demand
- Monitor real-time contact center performance including call volume, service levels, and queue metrics
- Analyze forecast variances and recommend adjustments to improve accuracy
- Provide real-time support by monitoring adherence, agent availability, and queue performance
- Adjust staffing levels through schedule changes, break adjustments, and resource allocation
- Support overtime, voluntary time off (VTO), and shift adjustments to meet service goals
- Utilize workforce management tools (e.g., Verint, NICE, IEX) to manage forecasting, scheduling, and reporting
- Collaborate with operations and leadership teams to communicate staffing needs and performance updates
- Assist with workforce reporting, data analysis, and process improvement initiatives
Benefits
- Health / Dental / Vision insurance
- 401(k)
- Employee Wellness Program
- Comprehensive and ongoing training
- Strong company culture with career growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
Associate degree
