Sr Capacity Planner (Remote)

Lensa; Mesa (AZ); 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 nationwide. The ideal candidate will have extensive experience in Workforce Management tools and call center operations. This role requires strong analytical skills, attention to detail, and the ability to work under pressure. The position offers a competitive salary range and full-time employment.

Qualifications

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

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Accurately forecast work volume and handle time.
• Measure performance using key metrics and targets.

Skills

Data integrity

Attention to detail

Multitasking

Forecasting

Education

Bachelor's degree in Finance

Master's degree in Finance

Tools

WFM tools

Excel

Access

IEX Totalview

Job description

3 days 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 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. Identify gaps in coverage and propose solutions for optimal outcomes. Data integrity is critical, along with attention to detail. Must possess the ability to self-check consistently for the best results. Ability to work well under pressure and multitask effectively.

• Correlation reporting
• Financial modeling for business case and budget impacts
• Facilities capacity planning
• Identify data sources and collect data for analysis and variance, including WFM, ACD, Transaction systems (QnXT preferred)
• Create data models for correlation/aggregation from multiple sources, automate statistical models, and fine-tune parameters for scenario planning and workload prediction
• Maintain headcount/FTE requirements and collaborate with leadership to ensure staffing meets service level guarantees
• Accurately forecast work volume, handle time, and staff shrinkage by work type. Identify coverage gaps and propose shifts, realignments, and hiring plans
• Measure performance using key metrics and targets
• Support compliance regulations
• Forecast call volume by queues based on data models and populate into WFM tools (IEX preferred)
• Communicate monthly updates to leaders regarding call drivers and staffing impacts
• Analyze volume variance of planned versus actuals
• Adjust models to refine forecasts
• Collaborate with other business units to understand and address variances
• Work with scheduling teams to support staffing requirements based on volume forecasts
• Provide weekly reports on planned versus actuals and reasons for variance
• Conduct root cause analyses for call variances and telephony issues
• Create custom reports using Excel/Access

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

• At least 7 years of relevant experience with Workforce Management tools and call center operations policy, including analytics
• 3-5 years of call center forecasting experience
• Telecom experience with full understanding of ACDs
• Finance background, including converting dollars to FTE and applying to contact center budgets

Preferred Education

Master's degree in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview preferred

Preferred Certifications

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

Current Molina employees interested in this position should apply through the intranet. Molina Healthcare offers competitive benefits and is 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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