Access Center Capacity Coordinator

Description

Become part of an inclusive organization with over 40,000 teammates, whose mission is to improve the health and well-being of the unique communities we serve.

Summary:

The Access Center Capacity Coordinator is responsible for creating, maintaining, and optimizing staffing schedules to ensure the effective alignment of workforce resources with forecasted workload demands across the Access Center. This role supports operational excellence by using access center workforce management applications to balance staffing efficiency, service-level achievement, and employee experience.

This role serves as a key partner tooperations leadership, access center forecasting staff, and Access Centerteams, ensuring that schedules, staffing adjustments, and paid time off (PTO)processes are managed accurately and in accordance with organizational policiesand service goals.

Responsibilities:

• Scheduling and Staffing Alignment: Utilize the access center Workforce Management (WFM) application to generate, maintain, and adjust agent schedules based on business requirements and forecasted staffing needs. Ensure schedules optimally align staffing levels with service demand while meeting established operational parameters.
• Workforce Administration: Configure new hire profiles, skilling assignments, and organizational data in the WFM system. Create and assign agent shifts, rotations, and activity events (breaks, meetings, trainings). Coordinate and schedule non-productive activities (training, coaching, meetings) to minimize service disruption. Maintain PTO request automation rules and process manual PTO requests in accordance with established thresholds and coverage needs.
• Operational Coordination: Collaborate with operations leadership to manage unplanned absences, reassignments, and backfill coverage. Solicit, approve, and update overtime (OT) and paid time off (PTO) requests following agreed-upon mitigation plans. Facilitate shift and PTO bids to ensure fair, transparent, and compliant scheduling realignments. Update agent schedules as operational priorities change to maintain service-level targets.
• Reporting and Analysis: Monitor and report on schedule efficiency and staffing utilization trends. o Identify opportunities to improve shift structures, optimize new hire scheduling, and enhance workload alignment. Provide recommendations to improve scheduling accuracy and operational outcomes.
• Collaboration and Business Support: Partner closely with the Access Center Capacity Analyst, Access Center Supervisors, Team Leads, and ISD Telecom to ensure coordinated workforce planning and communication. Support business continuity and contingency planning when operational disruptions occur. Participate in process improvement initiatives and contribute to continuous refinement of scheduling practices.

Other information:
Education Requirements:
* Bachelor's degree in Business or other related area from an accredited college or university.
Licensure/Certification Requirements:
Professional Experience Requirements:
* Minimum three (3) years of experience in a call center environment.
* Minimum three (3) years of experience in workforce management (WFM), including scheduling, staffing analysis, and system configuration.
Knowledge/Skills/and Abilities Requirements:
* *Proficiency in Microsoft Office Suite (especially Excel and Outlook).
*Strong written and verbal communication skills, with the ability to convey information effectively to frontline staff, leadership, and external partners.
*Demonstrated ability to analyze data for trends, correlations, and performance insights.
*Strong attention to detail, organization, and problem-solving skills in a fast-paced environment.
*Ability to manage multiple priorities while maintaining accuracy and meeting deadlines.
*Experience with WFM software (e.g., NICE, Verint, Calabrio, or similar platforms).
*Experience with reporting and analytics tools such as Power BI, Tableau, Crystal Reports, or SQL preferred but not required.
*Six Sigma, Certified Workforce Planning Professional (CWPP), Project Management Professional (PMP), or other related certifications preferred but not required.

Legal Employer: NCHEALTH

Entity: Shared Services

Organization Unit: Patient Access Center - CASI

Work Type: Full Time

Standard Hours Per Week: 40.00

Salary Range:$26.85 - $38.61 per hour (Hiring Range)

Pay offers are determined by experience and internal equity

Work Assignment Type: Remote

Work Schedule: Day Job

Location of Job: US:NC:Chapel Hill

Exempt From Overtime: Exempt: Yes

This position is employed by NC Health (Rex Healthcare, Inc., d/b/a NC Health), a private, fully-owned subsidiary of UNC Health Care System, in a department that provides shared services to operations across UNC Health Care; except that, if you are currently a UNCHCS State employee already working in a designated shared services department, you may remain a UNCHCS State employee if selected for this job.

Qualified applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, status as a protected veteran or political affiliation.

UNC Health makes reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as applicants and employees with disabilities. All interested applicants are invited to apply for career opportunities. Please email applicant.accommodations@unchealth.unc.edu if you need a reasonable accommodation to search and/or to apply for a career opportunity.