Workforce Planning Analyst

4 days ago


Maryland Heights, Missouri, United States Magellan Health Services Full time
Job Summary

This position is responsible for ensuring the optimal utilization of resources in the Call Center to achieve service performance goals. The Workforce Planning Analyst will work closely with leadership to optimize Automatic Call Distributor (ACD) capabilities, staffing, and scheduling, as well as performance reporting.

Key Responsibilities
  • Monitor call center activity in real-time to ensure service level targets are consistently achieved through optimal resource utilization.
  • Support team leaders with scheduling, productivity tracking, work schedule maintenance, off-phone activity coordination, and PTO, overtime, and flexible time off approval.
  • Manage the Workforce Management Tool (IEX Totalview) to optimize resource utilization.
  • Ensure accountability for achieving service performance goals and client-specific performance guarantee targets.
  • Coordinate, produce, and distribute accurate and timely ACD agent, team, and overall Call Center reports for internal and external stakeholders.
  • Help coordinate telecommunication changes.
  • Develop forecasts, staffing plans, and schedules using historical call data, interval arrival patterns, average handle times, service level targets, Erlang tables, and other relevant data to ensure service level achievement at minimal cost.
Requirements
  • Experience with Excel spreadsheets, ACD reports, and forecasting methodologies and tools.
  • Access Database knowledge.
  • Knowledge of Workforce Management programs.
Company Information

Magellan Health Services is an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.



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