Sr Capacity Planner (Remote)

Lensa; Dallas (TX); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Workforce Management professional in Dallas. The ideal candidate will have extensive experience in call center operations and be responsible for developing strategies to optimize workforce efficiency. This role requires strong analytical skills and the ability to work under pressure. The company offers a competitive salary and benefits package, making it an excellent opportunity for career growth.

Qualifications

• Requires at least 7 years relevant experience with Workforce Management tools.
• 3-5 years call center forecasting.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Accurately predicts work volume, handle time and staff shrinkage by work type.

Skills

Data integrity

Attention to detail

Multi-tasking

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

Excel

Access

IEX Totalview

Job description

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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 the various sources of data and collect the same 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. Creates the automation of the statistical model and is able to fine tune 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 is adequate to meet all service level guarantees
• Accurately predicts work volume, handle time and staff shrinkage by work type. Identifies gaps in coverage, and proposes new shifts or realignments along with hiring plans
• Measures performance in each discipline within transparent set of key metrics and targets
• Supports compliance regulations
• Forecast call volume by queues based on the data model. Populate call volumes into the WFM tool (IEX Preferred)
• Prepares monthly communication plan with all leaders to explain changes and impacts on call drivers and staffing models
• Analyzes volume variance of planned versus actuals
• Plans remediation / adjustment to model to refine forecasted volumes
• Maintains relationships with other business units to understand the variance and plan remediation
• Works closely with scheduling team to support volume forecast with staffing requirements including any additional workload requirements
• Provides weekly reports on planned versus actuals and reasons for variance
• Undertakes adhoc analysis to identify root causes for call variances
• Ability to complete root cause analysis for telephony issues
• Create custom reporting via Excel/Access

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

• Requires at least 7 years relevant experience with Workforce Management tools. Expert level experience with call center operations policy and procedures, including and understanding of service objectives and contact center analytics
• 3-5 years call center forecasting
• Telecom Experience including full understanding of ACDs
• Finance Background including conversion dollars to FTE and application to contact center budget

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview preferred

Preferred License, Certification, Association

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

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

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

Pay Range: $77,969 - $128,519 / ANNUAL

• Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting