Sr Capacity Planner (Remote)

Lensa; Everett (WA); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading career site is seeking a Capacity Planner for Molina Healthcare. This role involves developing workforce management strategies, ensuring optimal staffing, and utilizing analytical tools to forecast call volumes. Candidates should have a strong background in finance and workforce management, with a focus on call center operations.

Qualifications

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

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Ensure the right numbers of skilled resources are in place.
• Forecast call volume and populate call volumes into WFM tools.

Skills

Data integrity

Attention to detail

Multitasking

Forecasting

Analytical skills

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

Workforce Management tools

Excel

Access

IEX Totalview

Job description

1 day ago Be among the first 25 applicants

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 aligned with the needs of our members and providers. Requires contact center experience with in-depth Workforce Management expertise, particularly in planning efforts. Ensures the right numbers of skilled resources are in place at the right time to handle the workload. Identifies gaps in coverage and proposes solutions for optimal outcomes. Data integrity and attention to detail are critical. Must be able to self-check for quality, work well under pressure, and multitask effectively.

• Correlation reporting
• Financial modeling for business case and budget impacts
• Facilities capacity planning
• Ability to identify data sources, collect, and analyze data from WFM, ACD, Transaction systems (QnXT preferred)
• Create data models for correlation/aggregation from multiple sources; automate statistical models and fine-tune parameters for scenario planning 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; identify coverage gaps and propose shifts or hiring plans
• Measure performance against key metrics and targets
• Support compliance regulations
• Forecast call volume by queues using data models; populate call volumes into WFM tools (IEX preferred)
• Communicate monthly updates to leaders on call drivers and staffing models
• Analyze volume variances and adjust forecasts accordingly
• Collaborate with other business units to understand and address variances
• Work with scheduling teams to align staffing with forecasted volumes
• Provide weekly reports on staffing versus 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 and call center operations, including analytics
• 3-5 years experience in call center forecasting
• Telecom experience with ACDs
• Finance background, including conversion of dollars to FTE and budget application

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview preferred

Preferred Certifications

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

Note: Current Molina employees interested in this role should apply through the intranet. Molina offers competitive benefits. Equal Opportunity Employer (EOE) M/F/D/V.

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

Additional Details

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

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