Sr Capacity Planner (Remote)

Lensa; Davenport (IA); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading career site is seeking a Capacity Planner for Molina Healthcare, focusing on workforce management strategies. The role requires a Bachelor's degree in Finance or Statistics, extensive experience in call center operations, and expertise in Workforce Management tools. Competitive salary and benefits are offered.

Qualifications

• At least 7 years of relevant experience with Workforce Management tools.
• 3-5 years of call center forecasting experience.
• Telecom experience, including understanding of ACDs.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Forecast call volume by queues and populate into WFM tools.
• Conduct root cause analysis for call variances and telephony issues.

Skills

Data integrity

Attention to detail

Multitasking

Education

Bachelor's degree in Finance or Statistics

Master's degree in Finance and/or Statistics

Tools

Workforce Management tools

IEX Totalview

Excel

Access

Job description

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About Lensa

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 numbers of skilled resources are in place at the right time to handle workload. Identify coverage gaps and propose solutions. Data integrity and attention to detail are critical. Must be able to self-check for optimal outcomes and work well under pressure, multitasking effectively.

• Correlation reporting
• Financial modeling for business case and budget impacts
• Facilities capacity planning
• Identify data sources and collect data for analysis and variance (WFM, ACD, Transaction systems, QnXT preferred)
• Create data models for correlation/aggregation, automate statistical models, fine-tune parameters for scenarios and workload prediction
• Maintain headcount/FTE requirements and collaborate with leadership to ensure staffing meets service level guarantees
• Predict work volume, handle time, and staff shrinkage by work type; propose shifts or realignments and hiring plans to address gaps
• Measure performance using key metrics and targets
• Support compliance with regulations
• Forecast call volume by queues, populate into WFM tools (IEX preferred)
• Communicate monthly updates to leaders on call drivers and staffing impacts
• Analyze volume variances and refine forecasting models accordingly
• Maintain relationships with business units to understand and address variances
• Support staffing requirements with scheduling teams, including additional workload considerations
• Provide weekly reports on planned vs. actuals and variance reasons
• Conduct root cause analysis for call variances and telephony issues
• Create custom reports using 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 policies, and analytics
• 3-5 years of call center forecasting experience
• Telecom experience, including understanding of ACDs
• Finance background, including conversion of dollars to FTEs and application to contact center budgets

Preferred Education

Master's degree in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview is preferred

Preferred Certifications

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

Additional Information

To apply, current Molina employees should use the intranet job listing. Molina offers competitive benefits and compensation. We are an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $77,969 - $128,519 annually. Actual compensation may vary based on location, experience, education, and skills.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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