Workforce Planning Specialist
4 weeks ago
This position is responsible for ensuring the optimal utilization of resources 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.
- Support team leaders with scheduling, productivity tracking, and approval of time off.
- Manage the Workforce Management Tool (IEX Totalview) to optimize resource utilization.
- Coordinate and produce accurate and timely reports for internal and external distribution.
- Help coordinate telecommunication changes.
- Develop forecasts, staffing plans, and schedules using historical call data and other relevant information.
- Experience with Excel spreadsheets, ACD reports, and forecasting methodologies.
- Access Database knowledge.
- Knowledge of Workforce Management programs.
- Customer Service experience.
- Associate's degree or equivalent combination of education and work experience.
Magellan Health Services is an Equal Opportunity Employer and a Tobacco-free workplace. EOE/M/F/Vet/Disabled.
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Workforce Planning Specialist
1 week ago
Maryland Heights, Missouri, United States Magellan Health Services Full timeJob SummaryThis role is responsible for ensuring the optimal utilization of resources to achieve service level targets in the Call Center. The successful candidate will work closely with leadership to optimize Automatic Call Distributor (ACD) capabilities, staffing, and scheduling, as well as performance reporting.Key ResponsibilitiesMonitor call center...
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Workforce Planning Analyst
6 days ago
Maryland Heights, Missouri, United States Magellan Health Services Full timeJob SummaryThis position is responsible for ensuring the optimal utilization of resources in the call center to achieve service level targets. The ideal candidate will have experience with workforce management tools and be able to analyze data to develop forecasts and staffing plans.Key ResponsibilitiesMonitor call center activity in real-time to ensure...
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Procurement Specialist
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