This is a remote position. Candidate may reside anywhere within the United States and will be expected to work Central Standard Times.

Must be a US Citizen.

This position works directly with PMO leadership team on highly visible, strategic projects to support the delivery of the MFLC contract. The role requires managing complex, evolving objectives and troubleshooting driven by the MFLC program needs. Manages the MFLC Service Center staff responsible for responding to telephone inquires from MFLC field and program management office staff included but not limited to 1) access to use of technical applications required to perform job functions, 2) location and navigation of technical resources/tools, and requests for supplies (smartphones, record keeping tools, marketing materials, table-top displays).

• Provides technical solutions to global issues that arise with the MFLC population including training to the field staff and providing communication.
• For all new and amended client requirements, implement business process(es) to meet and exceed client expectations. Provides resource material for Program Management Office (PMO) as well MFLC population.
• Coordinates with cross functional teams within the PMO to make enhancements to all platforms utilized in the program (Salesforce, Deltek Costpoint, etc) to improve not only the internal staff experience with the product but also the MFLC user.
• Drives complex inventory tracking system development for government property that ensures contract compliance as well oversees creation of business protocol of the same.
• Participates as a Subject Matter Expert in various training workstreams to PMO and field staff. Provides guidance as it pertains to SC Operations.
• Evaluates and oversees the smartphone inventory. Provides weekly documentation to senior leadership which is provided to the client.
• Implements best practices for initial user set up. Coordinates with various enterprise teams to strategize process improvement.
• Hires and trains service center representatives, phone administrator and IT Production Operation Specialist.
• Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, response time and other performance issues.
• Measures individual and team performance against productivity, customer satisfaction, quality, and other established performance standards.
• Provides routine communication of productivity statistics along with coaching/improvement action plans if warranted, both individually and team focused.
• Trends call types to identify potential system wide problems, and reports trends to MFLC leadership. Creates resolution teams, participates in identifying resolution strategies to address system wide problems, and monitors progress towards completion of resolution plans.
• Coordinates with field staff supervisors to provide smooth onboarding and orientation and continued positive working experience for newly hire counselor field staff.
• Identifies and develops tasks for service center representatives to complete that improves the overall MFLC operation and reduces administrative burdens from other departments.
• Builds, establishes, and maintains open lines of communication and positive working relationships with MFLC and Magellan wide staff (e.g. IT, HR, PR) who may lead, assist, and/or facilitate problem solving and determination of solutions to address technical barriers experienced by counselor and program management staff. In addition, maintains positive working relationships with vendors that support the program.
• Oversees inventory of technical and documented materials, and ensure cost efficiencies of the same.

The job duties listed above are representative and not intended to be all-inclusive of what may be expected of an employee assigned to this job. A leader may assign additional or other duties which would align with the intent of this job, without revision to the job description.

Other Job Requirements

Responsibilities
Bachelor's degree in technical field or business administration. A Combination of Education and Work Experience may be considered.
5+ years of project management and 2 + years of of experience working at help desk/or resolving complicated technical issues with smartphones and technical applications.
2+ years of management/leadership experience.
Knowledge of call center operations.
Working knowledge of technical operating systems, including cloud-based.
Working knowledge of mobile communication tools (e.g., smartphones, tablets).
Basic statistic and analytical skills.
Basic Microsoft Office tools (Excel and PowerPoint).
Excellent Organizational skills.
Superior Time Management skills.
Good communication skills, both written and verbal.

General Job Information

Title
Manager, Service Center, MFLC

Grade
26

Work Experience - Required
IT, Management/Leadership, Project/Program Management

Work Experience - Preferred

Education - Required
A Combination of Education and Work Experience May Be Considered., Bachelor's - Business Administration, Bachelor's - Computer and Information Science

Education - Preferred

License and Certifications - Required

License and Certifications - Preferred

Salary Range

Salary Minimum:
$70, 715
Salary Maximum:
$113, 145

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Actual pay will be adjusted based on an individual's skills, experience, education, and other job-related factors permitted by law.

This position may be eligible for short-term incentives as well as a comprehensive benefits package. Magellan offers a broad range of health, life, voluntary and other benefits and perks that enhance your physical, mental, emotional and financial wellbeing.

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.