Workforce Planning Analyst

Maryland Heights MO 63043 St Louis 1 14100 Magellan Plaza

Job Description

This position is responsible for monitoring service levels, call center activity, and resources on a real time basis ensuring service performance goals are consistently achieved. This position will work closely with the leadership of the call center teams on optimization of ACD capabilities, staffing and scheduling, time off planning and performance reporting.

Essential Functions

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This position will primarily be responsible for monitoring call center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources. This position will support team leaders with the scheduling of employees, productivity tracking, maintaining  work schedules, coordination of off-phone activities, and approval of PTO, overtime and flexible time off.

This position will also manage the Workforce Management tool (once acquired) to optimize utilization of resources. A level of accountability in the achievement of service performance goals and client specific performance guarantee targets rests with this position.

This position will be responsible for coordination, production, accuracy and timeliness of ACD agent, team and overall NSC reports for both internal and external distribution

This position will use historical call data, interval arrival patterns, average handle times, service level targets, Erlang tables, and other data as necessary to develop staffing plans that will ensure service level achievement at minimal cost.

Minimum Requirements

1. Education: Associates Degree: Telecommunications, Operations Management.

2. Experience: 3-5 years: HealthCare preferred Job Specific: Experience with ACD reporting, forecast development, Call Center management or supervision experience

3. Computer skills: Experience with Excel spreadsheets, ACD reports, forecasting methodologies and tools, Access Data-base knowledge and Workforce Management programs a plus.

Other

Must have ability to work in a fast-paced environment, while managing multiple tasks. Must possess excellent verbal and written communication skills. Must have ability to solve problems and make decisions. Must possess a highly collaborative style

General Job Information

Title

Workforce Planning Analyst

Grade

20

Job Family

Customer Service Group

Country

United States of America

FLSA Status

United States of America (Exempt)

Recruiting Start Date

10/1/2019

Date Requisition Created

9/30/2019

Work Experience

Customer Service

Education

Associates

License and Certifications - Required

License and Certifications - Preferred

Other Job Requirements

Responsibilities

  • Experience with Excel spreadsheets, ACD reports and forecasting methodologies and tools.
  • Access Database knowledge
  • Knowledge of Workforce Management programs.

Magellan Health Services is proud to be an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled. Every employee must understand, comply and attest to the security responsibilities and security controls unique to their position.

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