Sr Capacity Planner (Remote)

Molina Healthcare; Long Beach (CA); Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking a Workforce Management Expert to elevate their contact center operations. This pivotal role involves developing and implementing strategic workforce management solutions that align with business needs. You will leverage your expertise to analyze data, forecast call volumes, and ensure optimal staffing levels. Your ability to maintain data integrity and attention to detail will be crucial in driving performance improvements. Join a dynamic team where your insights will shape the future of service delivery and enhance member experiences. If you thrive in a fast-paced environment and have a passion for analytics, this opportunity is tailor-made for you.

Benefits

Competitive benefits package

Equal Opportunity Employer

Flexible working hours

Qualifications

• 7+ years experience with Workforce Management tools and call center operations.
• Expertise in data analysis and financial modeling for staffing needs.

Responsibilities

• Develop and deploy workforce management strategies across the organization.
• Forecast call volumes and maintain staffing to meet service level guarantees.

Skills

Workforce Management

Data Analysis

Financial Modeling

Forecasting

Root Cause Analysis

Communication Skills

Multi-tasking

Attention to Detail

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

IEX Totalview

Excel

Access

QnXT

Job description

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.

1. Correlation reporting
2. Financial modeling for business case and budgetary impacts
3. Facilities capacity planning
4. Able to identify the various sources of data and collect the same for analysis and variance. Collect and collate data from WFM, ACD, Transaction systems (QnXT preferred)
5. Creates data models for correlation / aggregation of data from multiple sources. Creates the automation of the statistical model and is able to fine-tune parameters to create scenarios and predict workload and call propensity
6. Maintains headcount/FTE requirements for each plan and works closely with leadership to ensure staffing is adequate to meet all service level guarantees
7. Accurately predicts work volume, handle time and staff shrinkage by work type. Identifies gaps in coverage, and proposes new shifts or realignments along with hiring plans
8. Measure performance in each discipline within a transparent set of key metrics and targets
9. Support compliance regulations
10. Forecast call volume by queues based on the data model. Populate call volumes into the WFM tool (IEX Preferred)
11. Prepares monthly communication plan with all leaders to explain changes and impacts on call drivers and staffing models
12. Analyze volume variance of planned versus actuals
13. Plans remediation / adjustment to model to refine forecasted volumes
14. Maintains relationship with other business units to understand the variance and plan remediation
15. Works closely with scheduling team to support volume forecast with staffing requirements including any additional workload requirements
16. Provides weekly reports on planned versus actuals and reasons for variance
17. Undertakes adhoc analysis to identify root causes for call variances
18. Ability to complete root cause analysis for telephony issues
19. Create custom reporting via Excel/Access.

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

1. Requires at least 7 years relevant experience with Workforce Management tools. Expert level experience with call center operations policy and procedures, including understanding of service objectives and contact center analytics
2. 3-5 years call center forecasting
3. Telecom Experience including full understanding of ACDs
4. Finance Background including conversion dollars to FTE and application to contact center budget

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview preferred

Preferred License, Certification, Association

1. Six Sigma Certification
2. PMI Certification
3. Business Analytics/Risk Management
4. Workforce Certification

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

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