Sr Capacity Planner (Remote)

Molina Healthcare; City of Syracuse (NY); Remote; USD 80,000 - 120,000; Full time

Job summary

Molina Healthcare is seeking a Workforce Management specialist to develop and deploy strategies nationwide. The role involves collaborating with leadership, ensuring optimal staffing levels, and analyzing data for effective decision-making. Candidates should have a strong background in Workforce Management, call center operations, and relevant educational qualifications.

Benefits

Competitive benefits

Qualifications

• At least 7 years of relevant Workforce Management experience.
• 3-5 years experience in call center forecasting.
• Telecom experience and understanding of ACDs.

Responsibilities

• Conduct correlation reporting and financial modeling for business cases.
• Accurately forecast work volume and propose shifts as needed.
• Provide weekly reports on plan vs. actuals and root cause analysis.

Skills

Data Integrity

Attention to Detail

Forecasting

Financial Modeling

Education

Bachelor's degree in Finance or Statistics

Master's degree in Finance and/or Statistics

Tools

IEX Totalview

ACD systems

WFM tools

Job description

Develop and deploy nationwide workforce management strategies. Collaborate with leadership to identify business needs and propose solutions aligned with member and provider requirements. Requires contact center experience with in-depth Workforce Management expertise, especially in planning. Ensures optimal staffing levels to handle workload, identifies coverage gaps, and proposes effective solutions. Emphasizes the importance of data integrity and attention to detail, with the ability to self-check for quality. Must work well under pressure and manage multiple tasks efficiently.

Key Responsibilities

1. Conduct correlation reporting and financial modeling for business cases and budgets.
2. Plan facilities capacity and analyze data from various sources such as WFM, ACD, and transaction systems (QnXT preferred).
3. Create data models for correlation and aggregation, automate statistical models, and fine-tune parameters for scenario analysis and workload prediction.
4. Maintain headcount/FTE requirements, ensuring staffing aligns with service level guarantees.
5. Accurately forecast work volume, handle time, and staff shrinkage by work type; propose shifts, realignments, and hiring plans as needed.
6. Measure performance against key metrics and targets, supporting compliance regulations.
7. Forecast call volumes using data models and populate forecasts into WFM tools (IEX preferred).
8. Communicate monthly updates to leadership regarding call drivers and staffing impacts.
9. Analyze volume variances, adjust models, and collaborate with business units for remediation.
10. Support scheduling with staffing requirements, including additional workload considerations.
11. Provide weekly reports on plan vs. actuals and root cause analysis for variances.
12. Address telephony issues through root cause analysis.

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics.

Required Experience

• At least 7 years of relevant Workforce Management experience with call center tools and operations policy knowledge.
• 3-5 years experience in call center forecasting.
• Telecom experience, including understanding of ACDs.
• Finance background, including FTE conversion and contact center budgeting.

Preferred Education

Master's degree in Finance and/or Statistics.

Preferred Experience

Experience with IEX Totalview is preferred.

Certifications

Six Sigma, PMI, Business Analytics, or Risk Management certifications are advantageous.

Workforce Certification

Relevant workforce management certifications are preferred.

Current Molina employees interested in this role should apply through the intranet.

Molina Healthcare offers competitive benefits and is an Equal Opportunity Employer (EOE) M/F/D/V.

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