Magellan Health Hiring for Director, Workforce Planning Job at Saint Louis, MO Full Time

This position is responsible for directing the Operations Hub function for the Care Management Center (CMC). This involves management of staffing levels, client specific and overall CMC service performance levels, resource utilization, PTO and FTO authorizations and overtime for business unit(s) care center operations. The role will provide leadership and direction to the workforce planning teams. Work closely with the leadership of the care center teams on optimization of Automatic Call Dialer (ACD) capabilities, time off planning and performance reporting. This role is expected to have a clear understanding of business requirements, develop staffing models to ensure that appropriate levels of staffing are planned to meet business and financial requirements.

• Directs the operations management functions.
• Supervises and provides direction to all workforce planning staff.
• Responsible for staff planning, scheduling and utilization of all non-clinical, clinical and other production units, achievement of all service level objectives and performance guarantee targets for telephonic accessibility for each inbound call center.
• Supports the customer services and clinical leadership teams on employee management, productivity tracking, coordination of off-phone activities, approval of PTO, overtime and flexible time off. Accountable 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.
• Oversees and manages all timeliness objectives and performance guarantee targets for the business; management of queue volumes, identification of technical issues resulting in lack of compliance and timeliness.
• Manages the timely production of accurate reporting for all ACD agent, team and overall business unit(s) performance.
• Coordinates all required telecommunication and facility changes.
• Serves as primary interface with the Information Technology department for operational performance issues and equipment requirements.
• Manages team resources within accountable budget; participates in the budget planning process by forecasting call volumes and related resource requirements.
• Identifies root cause factors when service performance objectives fail to be met.
• Works with other members of the leadership team and utilize all available tools to identify and implement corrective actions.

Other Job Requirements

Responsibilities

Experience with Excel spreadsheets, Avaya ACD reports, forecasting methodologies and tools, Access Database knowledge and Workforce Management programs.
8+ years supervisory experience in call center environment.

General Job Information

Title

Director, Workforce Planning

Grade

29

Work Experience – Required

Workforce Planning

Work Experience – Preferred

Education – Required

Education – Preferred

Bachelors

License and Certifications – Required

License and Certifications – Preferred

Salary Range

Salary Minimum:

$93,955

Salary Maximum:

$159,725

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.