Logistics Analyst (REMOTE/Occasional Field Work) - Massachusetts Only

Molina Healthcare; Boston (MA); Remote; USD 125,000 - 150,000; Full time

Job summary

A leading healthcare company is seeking a Workforce Management Analyst to develop strategies and optimize staffing for call centers. The role requires expertise in Workforce Management and analytics, with responsibilities including workload planning, performance measurement, and data integrity management. The ideal candidate will have strong analytical skills and the ability to work under pressure while ensuring compliance with regulations.

Benefits

Competitive Benefits

Qualifications

• 3-5 years of relevant experience in Workforce Management methodologies.
• Expert-level knowledge of call center operations and analytics.

Responsibilities

• Develop templates and create complex formulas for workload planning.
• Identify coverage gaps and propose new shifts and hiring plans.
• Provide production reports to leadership based on business requirements.

Skills

Attention to Detail

Multitasking

Data Integrity

Education

Associate Degree

Bachelor's Degree

Tools

Workforce Management Software

Performance Manager

Cisco Tools

Job description

Knowledge/Skills/Abilities

Develop and deploy workforce management strategies nationwide. Partner with leaders by strategically identifying business needs and proposing solutions aligned with the needs of our members and providers. Requires contact center experience with in-depth Workforce Management expertise, particularly in planning efforts.

Ensure the right numbers of skilled resources are in place at the right time to handle the workload. Identify gaps in coverage and propose solutions for optimal outcomes. Data integrity is critical, along with attention to detail. Must possess the ability to self-check consistently for quality. Ability to work well under pressure and multitask is essential. This is a regional role supporting multiple plans based on business needs.

Responsibilities

• Develop templates and create complex formulas.
• Provide analytical input related to trends within plans, such as call handle time and call volume, to improve forecasts and workload planning.
• Maintain headcount/FTE requirements for each plan, working closely with leadership to ensure staffing supports compliance regulations.
• Identify coverage gaps and propose new shifts, realignments, hiring plans, and work volume predictions.
• Manage attrition capacity modeling, PTO planning, and HR-related activities.
• Measure performance using key metrics and targets, and align schedules to meet business needs.
• Maintain and update employee information in the Workforce Management database to ensure data integrity.
• Coordinate with the training team to optimize employee training schedules.
• Provide production reports to leadership based on business requirements.
• Support system integrity for Workforce Management software, Performance Manager, and Cisco tools by reporting issues.

Job Qualifications

Required Education

Associate degree or equivalent combination of education and experience.

Required Experience

3-5 years of relevant experience in Workforce Management methodologies, with expert-level knowledge of call center operations, processes, and analytics.

Preferred Education

Bachelor's Degree or equivalent combination of education and experience.

Preferred Experience

5+ years of relevant experience in Workforce Management, with expert-level knowledge in call center operations and analytics.

Preferred Certifications

• Six Sigma Certification
• PMI Certification
• Business Analytics/Risk Management
• Workforce Certification

To apply, current Molina employees should use the intranet job listing. Molina offers competitive benefits and is an Equal Opportunity Employer. Pay range: $21.16 - $42.20 hourly. Actual compensation varies based on location, experience, education, and skills.