Workforce Planning Analyst
Company: Magellan Health
Location: Rancho Cordova
Posted on: May 12, 2022
This position is responsible for monitoring Care Management
Center (CMC) 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 Automatic
Call Distributor (ACD) capabilities, staffing and scheduling and
- Primarily responsible for monitoring call center activity on a
real time basis to ensure service level targets are achieved
consistently through optimal utilization of resources.
- Supports team leaders with the scheduling of employees,
productivity tracking, maintaining work schedules, coordination of
off-phone activities, and approval of PTO, overtime and flexible
- Manages the Workforce Management Tool (IEX Totalview) 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.
- Responsible for coordination, production, accuracy and
timeliness of ACD agent, team and overall CMC reports for both
internal and external distribution.
- Helps coordinate telecommunication changes.
- Use historical call data, interval arrival patterns, average
handle times, service level targets, Erlang tables, and other data
as necessary to develop forecasts, staffing plans, and schedules
that will ensure service level achievement at minimal cost.Other
Job RequirementsResponsibilitiesExperience with Excel spreadsheets,
ACD reports and forecasting methodologies and tools.
Access Database knowledge
Knowledge of Workforce Management programs.General Job
InformationTitleWorkforce Planning AnalystGrade21Work Experience -
RequiredCustomer ServiceWork Experience - PreferredEducation -
RequiredEducation - PreferredAssociatesLicense and Certifications -
RequiredLicense and Certifications - PreferredMagellan Health, Inc.
is proud to be an Equal Opportunity Employer and a Tobacco-free
workplace. EOE/M/F/Vet/Disabled.Every employee must understand,
comply with and attest to the security responsibilities and
security controls unique to their position; and comply with all
applicable legal, regulatory, and contractual requirements and
internal policies and procedures.
Keywords: Magellan Health, Rancho Cordova , Workforce Planning Analyst, Professions , Rancho Cordova, California
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