Sr Capacity Planner (Remote)

Lensa; Boise (ID); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Capacity Planner in Boise, ID. The role involves developing workforce management strategies and requires a Bachelor's degree in Finance or Statistics along with extensive experience in call center operations. The ideal candidate will have strong analytical skills and the ability to work under pressure, ensuring optimal staffing and resource allocation.

Qualifications

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

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Ensure the right numbers of skilled resources are in place.
• Forecast call volume and staffing requirements.

Skills

Data integrity

Attention to detail

Multi-tasking

Forecasting

Financial modeling

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

Workforce Management tools

Excel

Access

IEX Totalview

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 propose solutions in line with the needs of our members and providers. Requires contact center experience with in-depth Workforce Management experience specializing in planning efforts. Ensures 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 the best possible outcome. Data integrity is critical to success, as is attention to detail. Must possess the ability to self-check consistently for the best possible outcome. Must have the ability to work well under pressure, with the ability to multi-task.

• Correlation reporting
• Financial modeling for business case and budgetary impacts
• Facilities capacity planning
• Able to identify various sources of data and collect for analysis and variance. Collect and collate data from WFM, ACD, Transaction systems (QnXT preferred)
• Creates data models for correlation/aggregation of data from multiple sources. Automates statistical models and fine-tunes parameters to create scenarios and predict workload and call propensity
• Maintains headcount/FTE requirements for each plan and works closely with leadership to ensure staffing meets service level guarantees
• Accurately predicts work volume, handle time, and staff shrinkage by work type. Identifies gaps and proposes new shifts, realignments, and hiring plans
• Measures performance in each discipline within key metrics and targets
• Supports compliance regulations
• Forecasts call volume by queues based on data models. Populates call volumes into WFM tools (IEX preferred)
• Prepares monthly communication plans with leaders to explain changes and impacts on call drivers and staffing models
• Analyzes volume variance of planned versus actuals
• Plans remediation/adjustments to refine forecasted volumes
• Maintains relationships with other business units to understand variances and plan remediation
• Works with scheduling teams to support volume forecasts and staffing requirements
• Provides weekly reports on planned versus actuals and reasons for variance
• Undertakes ad hoc analysis to identify root causes for call variances and telephony issues
• Creates custom reporting via Excel/Access

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

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

Preferred Education

Master's 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 all current Molina employees: Please apply through the intranet job listing if interested.

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

Referrals increase your chances of interviewing at Lensa by 2x

Get notified about new Capacity Planner jobs in Boise, ID.

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.