Sr Capacity Planner (Remote)

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

Job summary

A leading company in IT Services and Consulting is seeking a Capacity Planner to develop and deploy workforce management strategies. The role requires significant experience in call center operations and analytics, with a Bachelor's degree in Finance or Statistics. Competitive compensation and benefits are offered.

Qualifications

• 7+ years of relevant experience with Workforce Management tools and call center operations.
• 3-5 years of call center forecasting experience.
• Telecom experience and finance background related to budgeting.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Forecast call volume and staffing adjustments.
• Analyze volume variance and refine forecasts.

Skills

Data integrity

Attention to detail

Multitasking

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 number 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, with multitasking abilities.

• Correlation reporting
• Financial modeling for business case and budget impacts
• Facilities capacity planning
• Identifying data sources and collecting data for analysis and variance, including WFM, ACD, Transaction systems (QnXT preferred)
• Creating data models for correlation/aggregation, automating statistical models, tuning parameters for scenario planning and workload prediction
• Maintaining headcount/FTE requirements and collaborating with leadership to meet service level guarantees
• Predicting work volume, handle time, staff shrinkage by work type, and proposing staffing adjustments
• Measuring performance against key metrics and targets
• Supporting compliance regulations
• Forecasting call volume by queues using data models and populating into WFM tools (IEX preferred)
• Communicating monthly updates to leaders on call drivers and staffing impacts
• Analyzing volume variance and refining forecasts
• Collaborating with other business units for variance understanding and remediation planning
• Supporting staffing requirements with the scheduling team
• Providing weekly reports on planned vs. actuals and variance reasons
• Conducting root cause analysis for call variances and telephony issues
• Creating 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, call center operations, analytics
• 3-5 years of call center forecasting experience
• Telecom experience, including understanding of ACDs
• Finance background related to contact center budgeting

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview preferred

Preferred Certifications

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

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

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

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