Sr Capacity Planner (Remote)

Lensa; City of Rochester (NY); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading career site is seeking a Sr Capacity Planner to develop and deploy workforce management strategies. This full-time position requires a Bachelor's degree in Finance or Statistics and at least 7 years of relevant experience. The role involves financial modeling, data analysis, and ensuring adequate staffing across contact centers. Competitive benefits and a salary range of $77,969 - $128,519 are offered.

Benefits

Competitive benefits

Qualifications

• 7+ years of relevant Workforce Management experience required.
• 3-5 years of call center forecasting experience required.
• Six Sigma and PMI certifications preferred.

Responsibilities

• Develop workforce management strategies and ensure adequate staffing.
• Forecast call volumes and analyze performance metrics.
• Create and fine-tune data models for workload prediction.

Skills

Workforce Management

Data Analysis

Financial Modeling

Attention to Detail

Multitasking

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

Excel

Access

IEX Totalview

Job description

Join to apply for the Sr Capacity Planner (Remote) role at Lensa.

Job Overview

Lensa, a leading career site, is seeking professionals for the position at Molina Healthcare. Apply today!

Knowledge/Skills/Abilities

1. Develop and deploy workforce management strategies nationwide.
2. Partner with leaders to identify business needs and propose solutions.
3. Require contact center experience with in-depth Workforce Management expertise.
4. Ensure adequate staffing, identify coverage gaps, and propose solutions.
5. Maintain data integrity and attention to detail.
6. Work well under pressure and multitask effectively.

Responsibilities

• Correlation reporting
• Financial modeling for business cases and budgets
• Facilities capacity planning
• Data collection and analysis from various systems
• Create and fine-tune data models for workload prediction
• Maintain headcount/FTE requirements and collaborate with leadership
• Predict work volume, handle time, and staff shrinkage
• Measure performance using key metrics
• Support compliance regulations
• Forecast call volumes and populate WFM tools
• Communicate changes and impacts to leaders
• Analyze volume variances and plan remediation
• Collaborate with other business units and scheduling teams
• Generate reports and perform root cause analysis
• Create custom reports using Excel/Access

Qualifications

Required Education

Bachelor's degree in Finance or Statistics.

Required Experience

• At least 7 years of relevant Workforce Management experience.
• 3-5 years of call center forecasting experience.
• Telecom experience, including ACDs.
• Finance background related to contact center budgeting.

Preferred Education

Master's in Finance and/or Statistics.

Preferred Experience

Experience with IEX Totalview preferred.

Certifications

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

Additional Information

Position is full-time, mid-senior level in IT services and consulting industries. Salary range: $77,969 - $128,519 annually. Apply via intranet if a current Molina employee. Molina Healthcare is an EOE. Benefits are competitive.