Automated Health Systems

Role Description 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. 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 Qualifications - 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 - Healthcare or public program experience preferred Benefits - Health / Dental / Vision insurance - 401(k) - Employee Wellness Program - Comprehensive and ongoing training - Strong company culture with career growth opportunities

Role Description Automated Health Systems has Customer Service Representative positions available in Nashville, TN. These positions are remote. - Assisting individuals with information and support regarding unemployment benefits. - Providing accurate and consistent information. - Providing quality customer service and support. Qualifications - Minimum 2 years’ experience in a call center environment required. - Experience in health/human services and knowledge of Medicaid preferred. - Strong PC proficiency required. - High School Diploma/GED required; Associates Degree preferred in social or behavioral sciences or related field. - Bilingual skills a plus. Benefits - Health/Dental/Vision/401(k)/Paid Time Off - Employee Wellness Program - Comprehensive and ongoing training - Strong company culture with career growth opportunities Company Description AHS is an Equal Opportunity Employer. Please visit our website for more information: www.automated-health.com “The Enlightened Choice in Health Service Management”