Sr Capacity Planner (Remote)

Lensa; Jacksonville (FL); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading career site is seeking a Capacity Planner for Molina Healthcare in Jacksonville, FL. This mid-senior level role involves developing workforce management strategies, ensuring optimal staffing, and leveraging data analytics to forecast call volumes. Candidates should have a strong background in finance or statistics, with extensive experience in call center operations and workforce management tools.

Qualifications

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

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Accurately predicts work volume, handle time, and staff shrinkage.
• Measures performance using key metrics and targets.

Skills

Attention to detail

Data integrity

Multitasking

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

Workforce Management tools

IEX Totalview

Excel

Access

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 aligned with the needs of our 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 the workload. Identifies gaps in coverage and proposes solutions for optimal outcomes. Data integrity is critical, as is attention to detail. Must possess the ability to self-check consistently for the best results. Ability to work well under pressure, multitask effectively.

• Correlation reporting
• Financial modeling for business case and budget impacts
• Facilities capacity planning
• Ability to identify data sources, collect data for analysis and variance, including WFM, ACD, Transaction systems (QnXT preferred)
• Creates data models for correlation/aggregation from multiple sources, automates statistical models, and fine-tunes parameters to create scenarios and predict workload and call propensity
• Maintains headcount/FTE requirements for each plan, working closely with leadership to ensure staffing meets service level guarantees
• Accurately predicts work volume, handle time, and staff shrinkage by work type. Identifies coverage gaps and proposes shifts or realignments, including hiring plans
• Measures performance using key metrics and targets within each discipline
• Supports compliance regulations
• Forecasts call volume by queues based on data models; populates call volumes into WFM tools (IEX preferred)
• Prepares monthly communication plans with leaders to explain changes and impacts on call drivers and staffing models
• Analyzes volume variance of planned versus actuals
• Refines forecast models based on variance analysis
• Maintains relationships with other business units to understand variances and plan remediation
• Collaborates with scheduling teams to support volume forecasts and staffing needs
• Provides weekly reports on planned versus actuals and reasons for variance
• Performs root cause analysis for call variances and telephony issues
• Creates custom reports using 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, with expert knowledge of call center operations, policies, procedures, and analytics
• 3-5 years experience 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 Certifications

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

Current Molina employees interested in this position 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 IT Consulting

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