Sr Capacity Planner (Remote)

Lensa; Grand Rapids (MI); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Capacity Planner to develop workforce management strategies. The ideal candidate will have extensive experience in call center operations and workforce management tools. Responsibilities include forecasting call volumes and ensuring staffing meets service level guarantees. A Bachelor's degree in Finance or Statistics is required, with a preference for a Master's degree. Competitive compensation package offered.

Qualifications

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

Responsibilities

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

Skills

Data integrity

Attention to detail

Multi-tasking

Education

Bachelor's degree in Finance

Bachelor's degree in 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 various sources of data and collect for analysis and variance. Collect and collate data from WFM, ACD, Transaction systems (QnXT preferred)
• Create data models for correlation/aggregation from multiple sources. Automate statistical models and fine-tune parameters to create scenarios and predict workload and call propensity
• Maintain headcount/FTE requirements for each plan and work closely with leadership to ensure staffing meets all service level guarantees
• Accurately predict work volume, handle time, and staff shrinkage by work type. Identify gaps and propose new shifts, realignments, and hiring plans
• Measure performance within transparent key metrics and targets
• Support compliance regulations
• Forecast call volume by queues based on the data model. Populate call volumes into WFM tools (IEX preferred)
• Prepare monthly communication plans with leaders to explain changes and impacts on call drivers and staffing models
• Analyze volume variance of planned versus actuals
• Plan remediation/adjustment to refine forecasted volumes
• Maintain relationships with other business units to understand variance and plan remediation
• Work closely with scheduling team to support volume forecast with staffing requirements, including additional workload
• Provide weekly reports on planned versus actuals and reasons for variance
• Undertake ad hoc analysis to identify root causes for call variances
• 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

• At least 7 years relevant experience with Workforce Management tools. Expert in call center operations policies, procedures, service objectives, and analytics
• 3-5 years in call center forecasting
• Telecom experience including understanding of ACDs
• Finance background including conversion of dollars to FTE and application to contact center budgeting

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 interested, please apply through the intranet job listing.

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

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

• Actual compensation may vary based on location, experience, education, and skills.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting

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