Sr Capacity Planner (Remote)

Lensa; Akron (OH); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Capacity Planner to develop workforce management strategies, ensuring optimal staffing levels. The ideal candidate will have extensive experience in call center operations and workforce management tools, with a strong analytical background. This full-time role offers a competitive salary and benefits package, with opportunities for growth and development in a dynamic environment.

Qualifications

• At least 7 years of relevant experience with Workforce Management tools.
• Expertise in call center operations, policies, procedures, and analytics.
• 3-5 years of experience in call center forecasting.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Predicting work volume, handle time, and staff shrinkage.
• Creating custom reports using Excel/Access.

Skills

Data Analysis

Forecasting

Workforce Management

Communication

Education

Bachelor's degree in Finance or Statistics

Master's degree in Finance and/or Statistics

Tools

IEX Totalview

Excel

Access

Job description

Lensa is the leading career site for job seekers at every stage of their career. Our client, Molina Healthcare, is seeking professionals. Apply via Lensa today!

Knowledge/Skills/Abilities

1. Develop and deploy workforce management strategies nationwide.
2. Partner with leaders by strategically identifying business needs and proposing solutions aligned with the needs of members and providers.
3. Requires contact center experience with in-depth Workforce Management expertise, especially in planning efforts.
4. Ensure the right numbers of skilled resources are in place at the right time to handle workload.
5. Identify gaps in coverage and propose solutions for optimal outcomes.
6. Maintain data integrity and attention to detail; self-check regularly for optimal results.
7. Work well under pressure and manage multiple tasks effectively.

Key Responsibilities

• Correlation reporting
• Financial modeling for business cases and budget impacts
• Facilities capacity planning
• Data collection and analysis from WFM, ACD, Transaction systems (QnXT preferred)
• Creating data models for correlation and aggregation; automating statistical models and tuning parameters for scenario planning
• Maintaining headcount/FTE requirements and collaborating with leadership to meet service level guarantees
• Predicting work volume, handle time, and staff shrinkage; proposing shifts and hiring plans
• Measuring performance against key metrics and targets
• Supporting compliance regulations
• Forecasting call volume by queues and populating data into WFM tools (IEX preferred)
• Communicating monthly updates to leaders regarding call drivers and staffing models
• Analyzing volume variances and adjusting forecasts accordingly
• Collaborating with other business units for variance understanding and remediation planning
• Supporting staffing requirements with scheduling teams
• Providing weekly reports on planned versus actuals and variance reasons
• Conducting root cause analysis for call variances and telephony issues
• Creating custom reports using Excel/Access

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

• At least 7 years of relevant experience with Workforce Management tools.
• Expertise in call center operations, policies, procedures, and analytics.
• 3-5 years of experience in call center forecasting.
• Telecom experience, including understanding ACDs.
• Finance background, including conversion of dollars to FTE and application to contact center budgets.

Preferred Education

Master's degree in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview preferred

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 Healthcare offers a competitive benefits and compensation package. Molina is an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $77,969 - $128,519 / ANNUAL

• Actual compensation may vary based on location, experience, education, and skills.

Additional Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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