[Hiring] Senior Forecaster @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