Works to ensure acceptable service levels, abandonment rates and reporting of call handling related metrics. Responsible for intra-day analysis of call flow, contractual answer times and performance goals based on analytical analysis. Will work closely with the leadership of the call center teams on optimization of Workforce Management Tools.
Manages and provides internal Technical Support on the Workforce Management Tools (Avaya CMS, Avaya QM, Avaya/Verint WFM, Verint Desktop Process Analytics, Avaya Performance Management Tools, Workday) to optimize utilization of resources. Maintain relationships with various vendors (Avaya, Verint, etc.).
Monitors the call center activity on a real time basis to ensure service level targets are achieved consistently through optimal utilization of resources.
Forecasts monthly, weekly, daily and interval level call activity based on historical trends and key business drivers to determine staffing needs and employee schedules required to achieve performance metrics
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.
Possesses a level of accountability in the achievement of service performance goals and client specific performance guarantee targets. Manage business continuity planning/testing.
Managed the coordination, production, accuracy and timeliness of ACD agent, team and overall performance reports for both internal and external distribution. Helps coordinate telecommunication changes.
Uses 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. Able to develop staffing models needed to respond to Request for Proposals (RFP).
Other Job Requirements
Responsibilities
Experience with Excel spreadsheets, ACD reports, forecasting methodologies and tools.MS Access Database knowledge and experience with Workforce Management programs.5+ years' workforce planning experienceAvaya Workforce Management Tools (Avaya WFM, Avaya QM, Avaya CMS, Verint DPA, Avaya Performance Mgt.
General Job Information
Title
Senior Workforce Planning Analyst
Grade
22
Work Experience - Required
Workforce Planning
Work Experience - Preferred
Education - Required
Education - Preferred
Associates
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.
Magellan is the employer of choice for hard working people interested in making a difference in the health care industry and in the communities where we work and live. Our strong culture of caring is the common thread in both our business strategy and our work environment. We value professional growth and development, total health and wellness, rewards and recognition as well as employee unity. Magellan is a place where you can thrive.
Magellan is committed to providing equal employment opportunities to employees and applicants for employment without regard to race, color, creed, religion, sex, gender identity and expression, sexual orientation, marital status, age, national origin, ancestry, citizenship, physical or mental disability, disabled veteran or veteran of the Vietnam Era status, or any other factors protected by law.
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Please know that Magellan Health does not interview any candidate through email, nor do we issue checks to candidates to set up home offices. All of our available positions are posted on legitimate job boards and our recruitment team directly contacts candidates should there be a fit.
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