This position is responsible for managing Care Management Center (CMC) staffing levels, client specific and overall CMC service performance levels, resource utilization, Paid Time Off (PTO) and flexible time off authorizations and overtime. This position provides leadership and direction to the Workforce Planning teams. This position will work closely with the leadership of the call center teams on optimization of Automatic Call Distributor (ACD) capabilities, time off planning and performance reporting.
-Be responsible for leading the operations management functions in the CMC. Supervise and provide direction to teams. Be responsible for staff planning, scheduling and utilization of Customer Care and Care Management resources, achievement of all service level objectives and performance guarantee targets. Support 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. 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.
-Manage the internal training function, including supervision of the staff responsible for developing training materials and conducting training. Develop and implement a process to evaluate and improve training outcomes.
-Serve as primary liaison with Magellan?s business partners for staff recruitment and performance management.
-Manage the timely production of accurate reporting for all ACD agent, team and overall CMC performance. Coordinate all telecommunication and facility changes required in the CMC. Serve as the CMC?s primary interface with the Information Technology department for operational performance issues and equipment requirements
-Support 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.
-Identify root cause factors when service performance objectives fail to be met. Working with other members of the leadership team, utilize all available tools to identify and implement corrective steps.
License and Certifications - Required
License and Certifications - Preferred
Other Job Requirements
6+ years relevant experience., Experience with Excel spreadsheets, ACD reports, forecasting methodologies and tools, Access Database knowledge and Workforce Management programs.