Workforce Planning Analyst
Company: Magellan Health
Location: Rancho Cordova
Posted on: June 24, 2022
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Job Description:
Job Description: 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 performance reporting.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 time off.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 Requirements
ResponsibilitiesExperience with Excel spreadsheets, ACD reports and
forecasting methodologies and tools.Access Database
knowledgeKnowledge of Workforce Management programs. General Job
Information TitleWorkforce Planning Analyst Grade21 Work Experience
- RequiredCustomer Service Work Experience - Preferred Education -
Required Education - PreferredAssociates License and Certifications
- Required License and Certifications - Preferred Magellan 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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