Sr Capacity Planner (Remote)

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

Job summary

Lensa is seeking a Workforce Management Specialist for Molina Healthcare in Cincinnati, OH. This full-time role involves developing workforce strategies, ensuring adequate staffing, managing data integrity, and forecasting call volumes. Candidates should have a Bachelor's degree in Finance or Statistics and extensive experience in workforce management tools and call center operations.

Benefits

Competitive benefits

Qualifications

• Minimum 7 years of experience with Workforce Management tools.
• 3-5 years experience in call center forecasting.
• Understanding of Telecom and ACD systems.

Responsibilities

• Develop and implement workforce management strategies nationwide.
• Manage data integrity and perform detailed analysis to support workforce planning.
• Forecast call volumes and staff shrinkage by work type.

Skills

Workforce Management tools

Call center operations

Telecom systems

Financial acumen

Education

Bachelor's degree in Finance or Statistics

Job description

Lensa, a leading career site, is seeking a Workforce Management Specialist for our client, Molina Healthcare. This role involves developing and deploying nationwide workforce strategies, partnering with leaders to identify business needs, and proposing solutions aligned with member and provider requirements.

Key Responsibilities:

1. Develop and implement workforce management strategies across the country.
2. Partner with leadership to identify business needs and propose effective solutions.
3. Ensure adequate staffing levels, identify coverage gaps, and propose solutions.
4. Manage data integrity and perform detailed analysis to support workforce planning.
5. Create data models and automate statistical scenarios to predict workload and call propensity.
6. Maintain headcount and FTE requirements, ensuring staffing meets service level guarantees.
7. Forecast call volumes, handle time, and staff shrinkage by work type.
8. Support compliance regulations and prepare monthly staffing and performance reports.
9. Perform root cause analysis for call variances and telephony issues.
10. Create custom reports using Excel and Access.

Qualifications:

• Bachelor's degree in Finance or Statistics.
• Minimum 7 years of experience with Workforce Management tools and call center operations.
• 3-5 years experience in call center forecasting.
• Understanding of Telecom and ACD systems.
• Financial acumen related to contact center budgeting.

Preferred Qualifications:

• Master's degree in Finance and/or Statistics.
• Experience with IEX Totalview.
• Certifications such as Six Sigma, PMI, Workforce Certification.

This is a full-time, mid-senior level position in the IT industry, based in Cincinnati, OH, with a pay range of $77,969 - $128,519 annually. Molina Healthcare offers competitive benefits and is an Equal Opportunity Employer.