Sr Capacity Planner (Remote)

Lensa; Grand Island (NE); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Workforce Management Capacity Planner to develop strategies and ensure optimal staffing levels. The ideal candidate will have extensive experience in call center operations and analytics, with a strong focus on data integrity and forecasting. This full-time role offers competitive compensation and benefits.

Qualifications

• At least 7 years of relevant Workforce Management experience.
• 3-5 years of call center forecasting experience.

Responsibilities

• Develop and deploy nationwide workforce management strategies.
• Forecasting work volume and staff shrinkage by work type.

Skills

Data Integrity

Multitasking

Analysis

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

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 a Workforce Management Capacity Planner. Apply via Lensa today!

Knowledge/Skills/Abilities

Develop and deploy nationwide workforce management strategies. Partner with leaders 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. Ensure the right staffing levels at the right times, identify coverage gaps, and propose solutions. Attention to data integrity and detail is 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
• Data collection from various sources (WFM, ACD, Transaction systems, QnXT preferred)
• Creating data models for correlation and scenario analysis
• Maintaining headcount/FTE requirements and collaborating with leadership on staffing
• Forecasting work volume, handle time, and staff shrinkage by work type
• Identifying coverage gaps and proposing shifts or hiring plans
• Measuring performance against key metrics
• Supporting compliance regulations
• Forecasting call volume and populating into WFM tools (IEX preferred)
• Communicating monthly updates to leaders
• Analyzing volume variances and adjusting forecasts
• Maintaining relationships with business units for variance understanding and remediation
• Supporting staffing requirements with scheduling teams
• Providing weekly variance reports and root cause analysis
• Conducting root cause analysis for telephony issues
• Creating custom reports via Excel/Access

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

• At least 7 years of relevant Workforce Management experience, with expert knowledge of call center operations and analytics
• 3-5 years of call center forecasting experience
• Telecom experience, including ACD understanding
• Finance background, including dollar-to-FTE conversion and budget application

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview is preferred

Preferred Certifications

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

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

Molina Healthcare 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.

Additional Details

• Seniority Level: Mid-Senior level
• Employment Type: Full-time
• Job Function: Information Technology
• Industries: IT Services and Consulting