Sr Capacity Planner (Remote)

Lensa; Louisville (KY); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Workforce Management professional to develop strategies nationwide. The role requires extensive experience in call center operations and data analysis, ensuring optimal staffing and service levels. Candidates should have a Bachelor's degree in Finance or Statistics, with a preference for a Master's degree. This full-time position offers a competitive salary and benefits.

Qualifications

• At least 7 years relevant experience with Workforce Management tools.
• 3-5 years call center forecasting.
• Six Sigma Certification preferred.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Accurately predict work volume and handle time.
• Create custom reporting via Excel/Access.

Skills

Data integrity

Attention to detail

Multi-tasking

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 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 them for analysis and variance. Collect and collate data from WFM, ACD, Transaction systems (QnXT preferred)
• Creates data models for correlation / aggregation of data 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 and works 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 new shifts or realignments along with hiring plans
• Measures performance in each discipline within transparent key metrics and targets
• Supports compliance regulations
• Forecasts call volume by queues based on data models. Populates call volumes into the WFM tool (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
• Plans remediation/adjustments to refine forecasted volumes
• Maintains relationships with other business units to understand variances and plan remediation
• Works closely with scheduling teams to support volume forecasts and staffing requirements, including additional workload considerations
• Provides weekly reports on planned versus actuals and reasons for variance
• Undertakes ad hoc analysis to identify root causes for call variances
• Completes root cause analysis for telephony issues
• Creates 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 level experience with call center operations policy and procedures, including understanding of service objectives and contact center analytics
• 3-5 years call center forecasting
• Telecom experience including full understanding of ACDs
• Finance background including conversion of 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 Licenses, Certifications, Associations

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

To all current Molina employees: If interested, apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. Molina is 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