Sr Capacity Planner (Remote)

Lensa; Atlanta (GA); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a mid-senior level professional for a Workforce Management role. The position involves developing strategies, forecasting call volume, and ensuring optimal staffing levels. Candidates should have significant experience in call center operations and relevant educational qualifications.

Qualifications

• At least 7 years of relevant experience with Workforce Management tools.
• 3-5 years of call center forecasting experience.
• Telecom experience, including understanding of ACDs.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Accurately forecast work volume and propose shifts or hiring plans.
• Analyze volume variances and adjust models accordingly.

Skills

Data integrity

Attention to detail

Multitasking

Forecasting

Analysis

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

Workforce Management tools

IEX Totalview

Excel

Access

Job description

1 day ago 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

Develop and deploy workforce management strategies nationwide. Partner with leaders by strategically identifying business needs and proposing solutions aligned with the needs of members and providers. Requires contact center experience with in-depth Workforce Management expertise, especially in planning efforts. Ensures the right numbers of skilled resources are in place at the right time to handle workload. Identifies coverage gaps and proposes solutions for optimal outcomes. Data integrity and attention to detail are critical. Must be able to self-check for quality and work well under pressure, multitasking effectively.

• Correlation reporting
• Financial modeling for business cases and budget impacts
• Facilities capacity planning
• Identify data sources and collect data for analysis and variance, including WFM, ACD, Transaction systems (QnXT preferred)
• Create data models for correlation and aggregation from multiple sources, automate statistical models, and fine-tune parameters for scenario planning and workload prediction
• Maintain headcount/FTE requirements and collaborate with leadership to ensure staffing meets service level guarantees
• Accurately forecast work volume, handle time, and staff shrinkage by work type; propose shifts or realignments and hiring plans as needed
• Measure performance using key metrics and targets
• Support compliance regulations
• Forecast call volume by queues based on data models; input into WFM tools (IEX preferred)
• Communicate monthly updates to leaders on changes and impacts on call drivers and staffing
• Analyze volume variances and adjust models accordingly
• Coordinate with other business units to understand variances and plan remediation
• Work with scheduling teams to align staffing with forecasted workload
• Provide weekly reports on planned versus actual metrics and reasons for variances
• Conduct root cause analysis for call variances and telephony issues
• Create custom reports via 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, with expert knowledge of call center operations, policies, procedures, and analytics
• 3-5 years of call center forecasting experience
• Telecom experience, including understanding of ACDs
• Finance background, including converting dollars to FTE and applying to contact center budgets

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview is preferred

Preferred Certifications

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

Current Molina employees interested in this role should apply through the intranet. Molina offers competitive benefits. We are an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $77,969 - $128,519 annually. 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