Sr Capacity Planner (Remote)

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

Job summary

A leading healthcare provider is seeking a Workforce Management professional to develop strategies and ensure optimal staffing in call centers. The ideal candidate will have extensive experience in workforce management tools and analytics, and a strong finance background. This role involves forecasting, reporting, and collaborating with leadership to meet service level guarantees. Join a dynamic team dedicated to improving healthcare services.

Benefits

Competitive benefits and compensation package

Qualifications

• 7 years relevant experience with Workforce Management tools.
• 3-5 years call center forecasting experience.
• Telecom experience with ACDs.

Responsibilities

• Develop workforce management strategies nationwide.
• Forecast call volume and populate into WFM tool.
• Analyze volume variance of planned versus actuals.

Skills

Data integrity

Attention to detail

Multi-tasking

Correlation reporting

Financial modeling

Facilities capacity planning

Root cause analysis

Education

Bachelor's degree in Finance

Bachelor's degree in Statistics

Master's in Finance

Master's in Statistics

Tools

IEX Totalview

Excel

Access

Job description

Be among the first 25 applicants

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 propose solutions in line with the needs of our members and providers.
3. Requires contact center experience with in-depth Workforce Management experience specializing in planning efforts.
4. Ensures the right numbers of skilled resources are in place at the right time to handle the workload.
5. Identify gaps in coverage and propose solutions for the best possible outcome.
6. Data integrity is critical to success, as is attention to detail. Must possess the ability to self-check consistently for the best possible outcome.
7. Must have the ability to work well under pressure, with the ability to multi-task.
8. Correlation reporting
9. Financial modeling for business case and budgetary impacts
10. Facilities capacity planning
11. Able to identify the various sources of data and collect the same for analysis and variance. Collect and collate data from WFM, ACD, Transaction systems (QnXT preferred)
12. Creates data models for correlation/aggregation of data from multiple sources. Creates the automation of the statistical model and is able to fine-tune parameters to create scenarios and predict workload and call propensity.
13. Maintains headcount/FTE requirements for each plan and works closely with leadership to ensure staffing is adequate to meet all service level guarantees.
14. Accurately predicts work volume, handle time, and staff shrinkage by work type. Identifies gaps in coverage, and proposes new shifts or realignments along with hiring plans.
15. Measures performance in each discipline within transparent set of key metrics and targets.
16. Supports compliance regulations.
17. Forecast call volume by queues based on the data model. Populate call volumes into the WFM tool (IEX Preferred).
18. Prepares monthly communication plan with all leaders to explain changes and impacts on call drivers and staffing models.
19. Analyzes volume variance of planned versus actuals.
20. Plans remediation/adjustment to refine forecasted volumes.
21. Maintains relationships with other business units to understand variance and plan remediation.
22. Works closely with scheduling team to support volume forecast with staffing requirements including any additional workload requirements.
23. Provides weekly reports on planned versus actuals and reasons for variance.
24. Undertakes ad hoc analysis to identify root causes for call variances.
25. Ability to complete root cause analysis for telephony issues.
26. Create custom reporting via Excel/Access.

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

1. Requires at least 7 years relevant experience with Workforce Management tools. Expert level experience with call center operations policy and procedures, including an understanding of service objectives and contact center analytics.
2. 3-5 years call center forecasting.
3. Telecom Experience including full understanding of ACDs.
4. Finance Background including conversion dollars to FTE and application to contact center budget.

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview preferred.

Preferred License, Certification, Association

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

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

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

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

• Actual compensation may vary from posting based on geographic location, work experience, education, and/or skill level.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting