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Workforce Performance Manager Jobs in Pennsylvania

Chewy

CS Workforce Specialist II

Pittston, PA

The primary collaborators are other members of the wider Workforce Management and Capacity Planning ... Manage, track and report on operational performance & business metrics * Partner with Pharmacy ...

Trinityhealth

Chief Nursing Officer

Darby, PA · On-site

$119K - $163K/yr

... Management * Oversee nursing operations, staffing models, productivity, resource allocation, and budget performance. * Utilize data to improve operational effectiveness and workforce performance.

Trinity Health

Chief Nursing Officer

Darby, PA · On-site

$119K - $163K/yr

... Management * Oversee nursing operations, staffing models, productivity, resource allocation, and budget performance. * Utilize data to improve operational effectiveness and workforce performance.

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Workforce Performance Manager information

What cities in Pennsylvania are hiring for Workforce Performance Manager jobs?

Cities in Pennsylvania with the most Workforce Performance Manager job openings:

Workforce Management Coordinator

Pittsburgh, PA • On-site

Automated Health Systems, Inc.
IT Services • 501 - 1,000 employees
Learn more about Automated Health Systems, Inc.external

Full-time

Medical, Dental, Vision, Retirement

Re-posted 10 days ago

Automated Health Systems rating

6.0

Company rating: 6.0 out of 10

Based on 42 frontline employees who took The Breakroom Quiz

Job description

Automated Health Systems, a dynamic healthcare management company, is seeking a Workforce Management Coordinator to support workforce management operations across multiple healthcare contact center programs. This role is responsible for monitoring real-time agent adherence, managing intraday staffing adjustments, and partnering with operations leadership to maintain service level performance in a fast-paced, high-volume environment.
Benefits
  • Health, dental, and vision insurance
  • 401(k)
  • Employee wellness program
  • Training and career growth opportunities

Responsibilities
  • Monitor real-time agent adherence, staffing levels, and queue performance across multiple contact center programs
  • Track adherence exceptions and communicate real-time staffing recommendations to supervisors and operations leadership
  • Process intraday schedule adjustments, including overtime, voluntary time off (VTO), schedule changes, and exception requests
  • Monitor service level, average speed of answer (ASA), occupancy, abandonment rate, and other key workforce metrics
  • Analyze staffing trends and recommend operational adjustments to maintain service levels
  • Produce daily workforce reports and communicate staffing updates throughout each shift
  • Maintain accurate workforce management data, schedules, and activity codes
  • Collaborate with Workforce Management, Operations, and Technical teams to support staffing strategies and operational performance
  • Participate in continuous improvement initiatives and workforce planning activities

Qualifications for the position include
  • Associate's degree in Business, Information Systems, or related field preferred; equivalent experience considered
  • Minimum of 2 years of real-time adherence or workforce management experience in a contact center environment
  • Experience with workforce management platforms such as Verint, NICE IEX, or Genesys Cloud WFM
  • Strong understanding of contact center metrics including service level, adherence, occupancy, ASA, and abandonment rate
  • Advanced Microsoft Excel and reporting skills
  • Ability to remain calm and make sound decisions in a fast-paced operational environment
  • Healthcare, Medicaid, or government contact center experience preferred

Automated Health Systems is an Equal Opportunity Employer.

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