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

Molina Healthcare; Hyde Park Township (IL); Remote; USD 60,000 - 80,000; Full time

Job summary

Join a forward-thinking company as a Workforce Management Specialist, where your expertise in call center operations will drive strategic staffing solutions. This dynamic role involves developing and deploying management strategies nationwide, ensuring optimal resource allocation to meet business needs. You'll analyze trends, maintain headcount requirements, and coordinate training schedules, all while supporting system integrity. With a focus on data accuracy and performance metrics, your contributions will be vital to achieving operational excellence. If you're ready to thrive in a fast-paced environment and make a significant impact, this opportunity is perfect for you.

Qualifications

• 3-5 years of Workforce Management experience in call centers.
• Ability to analyze call handle time and volume trends.

Responsibilities

• Develop workforce management strategies for optimal staffing.
• Provide analytical insights to improve forecasts and workload planning.

Skills

Workforce Management

Data Analysis

Multitasking

Attention to Detail

Contact Center Experience

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, especially in planning efforts. Ensures the right number of skilled resources are in place at the right times to handle workload. Identifies coverage gaps and proposes solutions for optimal outcomes. Data integrity and attention to detail are critical, along with the ability to self-check for quality. Must work well under pressure and multitask effectively. This regional role supports multiple plans based on business needs.

• Develop templates and create complex formulas.
• Provide analytical insights related to trends in 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 and operational needs.
• Identify coverage gaps, propose new shifts or realignments, and plan hiring based on work volume predictions.
• Manage attrition capacity, PTO planning, and HR-related activities.
• Measure performance against key metrics, aligning schedules to meet business objectives.
• Update employee information within Workforce Management systems to ensure data accuracy.
• Coordinate with the training team to schedule employee trainings effectively.
• 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

At least 3-5 years of relevant Workforce Management experience in call centers, including understanding of operations, processes, procedures, service objectives, and analytics.

Preferred Education

Bachelor's Degree or equivalent experience.

Preferred Experience

Over 5 years of relevant Workforce Management experience with call centers, including operations, processes, procedures, and analytics.

Preferred Licenses and Certifications

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

Interested Molina employees should apply via the intranet job listing. Molina Healthcare offers competitive benefits and compensation. We are an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $21.16 - $42.20/hour
*Actual compensation may vary based on location, experience, education, and skills.