Magellan Federal · 7 hours ago
Mgr, Workforce Planning - Military One Source
United States
Full-time
Remote
Mid, Senior Level
$64K/yr - $103K/yr
5+ years exp
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Responsibilities
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 requirements.
Supports 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.
Qualification
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Required
5+ 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.
Preferred
Bachelor's
Benefits
Short-term incentives
Comprehensive benefits package
Broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing
Company
Magellan Federal
Magellan Federal—a Magellan Health company—has received recognition as a 2024 Military Friendly®, a Washington Post Top Workplaces, and MilitaryTimes Best for Vets company.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Anna Sever
President and CEO
Todd Baker
Vice President of Financial Operations and Chief Financial Officer
Company data provided by crunchbase
