Magellan Health
Mgr, Workforce Planning - Military One Source
Magellan Health, Frisco, Texas, United States, 75034
This position is contingent on a contract award.
This position is responsible for managing Care Management Center (CMC) staffing levels, client specific and overall CMC service performance levels, resource utilization, Paid Time Off (PTO) and flexible time off authorizations and overtime. This position provides leadership and direction to the Workforce Planning teams. This position will work closely with the leadership of the call center teams on optimization of Automatic Call Distributor (ACD) capabilities, time off planning and performance reporting.Lead the operations management functions in the CMC.Supervises and provides direction to teams.Assumes responsibility for staff planning, scheduling and utilization of Customer Care and Care Management resources.Achieves all service level objectives and performance guarantee targets.Supports the customer care and clinical leadership teams on employee management, productivity tracking, coordination of off-phone activities, approval of PTO, overtime and flexible time off.Has accountability for all components of the workforce management tool at the CMC level and will work with the National Operations Team to standardize all workforce management processes and protocols.Manages the internal training function, including supervision of the staff responsible for developing training materials and conducting training.Develops and implements a process to evaluate and improve training outcomes.Serves as primary liaison with Magellan's business partners for staff recruitment and performance management.Manages the timely production of accurate reporting for all ACD agent, team and overall CMC performance.Coordinates all telecommunication and facility changes required in the CMC.Serves as the CMC's primary interface with the Information Technology department for operational performance issues and equipment requirementsSupports the strategic planning process at the account level, including formulation of the business plan and developing plans for our add-on sales and new business.Identifies root cause factors when service performance objectives fail to be met.Works with other members of the leadership team and utilizes all available tools to identify and implement corrective steps.
Other Job Requirements
Responsibilities5+ years' experience in customer service with heavy exposure to workforce planning.Experience with Excel spreadsheets, ACD reports, forecasting methodologies and tools, Access Database knowledge and Workforce Management programs.
General Job Information
TitleMgr, Workforce Planning - Military One Source
Grade25
Work Experience - RequiredCustomer Service
Work Experience - Preferred
Workforce Planning
Education - Required
Education - PreferredBachelor's
License and Certifications - Required
License and Certifications - Preferred
Salary Range
Salary Minimum:$64,285Salary Maximum:$102,855
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
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.
This position is responsible for managing Care Management Center (CMC) staffing levels, client specific and overall CMC service performance levels, resource utilization, Paid Time Off (PTO) and flexible time off authorizations and overtime. This position provides leadership and direction to the Workforce Planning teams. This position will work closely with the leadership of the call center teams on optimization of Automatic Call Distributor (ACD) capabilities, time off planning and performance reporting.Lead the operations management functions in the CMC.Supervises and provides direction to teams.Assumes responsibility for staff planning, scheduling and utilization of Customer Care and Care Management resources.Achieves all service level objectives and performance guarantee targets.Supports the customer care and clinical leadership teams on employee management, productivity tracking, coordination of off-phone activities, approval of PTO, overtime and flexible time off.Has accountability for all components of the workforce management tool at the CMC level and will work with the National Operations Team to standardize all workforce management processes and protocols.Manages the internal training function, including supervision of the staff responsible for developing training materials and conducting training.Develops and implements a process to evaluate and improve training outcomes.Serves as primary liaison with Magellan's business partners for staff recruitment and performance management.Manages the timely production of accurate reporting for all ACD agent, team and overall CMC performance.Coordinates all telecommunication and facility changes required in the CMC.Serves as the CMC's primary interface with the Information Technology department for operational performance issues and equipment requirementsSupports the strategic planning process at the account level, including formulation of the business plan and developing plans for our add-on sales and new business.Identifies root cause factors when service performance objectives fail to be met.Works with other members of the leadership team and utilizes all available tools to identify and implement corrective steps.
Other Job Requirements
Responsibilities5+ years' experience in customer service with heavy exposure to workforce planning.Experience with Excel spreadsheets, ACD reports, forecasting methodologies and tools, Access Database knowledge and Workforce Management programs.
General Job Information
TitleMgr, Workforce Planning - Military One Source
Grade25
Work Experience - RequiredCustomer Service
Work Experience - Preferred
Workforce Planning
Education - Required
Education - PreferredBachelor's
License and Certifications - Required
License and Certifications - Preferred
Salary Range
Salary Minimum:$64,285Salary Maximum:$102,855
This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.
This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.
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.