Sr Capacity Planner (Remote)

Molina Healthcare; Mesa (AZ); Remote; USD 85,000 - 110,000; Full time

Job summary

A leading healthcare company is seeking a Workforce Management professional to optimize staffing and manage analytical needs within their call centers. The candidate will drive efficient resource management while ensuring compliance and service level targets. With 7+ years of relevant experience required, this role offers an exciting opportunity to impact performance through effective data modeling and workforce planning.

Benefits

Competitive benefits package

Qualifications

• At least 7 years of Workforce Management experience.
• Expertise in call center operations and analytics.
• Certifications in Six Sigma, PMI, Business Analytics, Risk Management preferred.

Responsibilities

• Develop and implement workforce management strategies.
• Forecast call volumes and maintain staffing requirements.
• Analyze volume variances and produce reports on performance metrics.

Skills

Data integrity

Attention to detail

Analytical skills

Ability to multi-task

Staffing analysis

Education

Bachelor's degree in Finance

Bachelor's degree in Statistics

Master's in Finance

Master's in Statistics

Tools

IEX Totalview

WFM tools

Job description

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 expertise, specializing in planning efforts. Ensures the right numbers of skilled resources are in place at the right time to handle the workload. Identify coverage gaps and propose solutions for optimal outcomes. Data integrity and attention to detail are critical, along with the ability to self-check for quality. Must work well under pressure and multi-task effectively.

Key Responsibilities:

1. Correlation reporting
2. Financial modeling for business case and budget impacts
3. Facilities capacity planning
4. Identify data sources and collect data for analysis and variance (WFM, ACD, Transaction systems, QnXT preferred)
5. Create data models for correlation and aggregation, automate statistical models, and fine-tune parameters for scenario analysis and workload prediction
6. Maintain headcount/FTE requirements and collaborate with leadership to ensure staffing meets service level guarantees
7. Predict work volume, handle time, and staff shrinkage by work type; identify coverage gaps and propose shifts or realignments, including hiring plans
8. Measure performance against key metrics and targets
9. Support compliance regulations
10. Forecast call volume by queues, populate into WFM tools (IEX preferred)
11. Communicate monthly updates to leaders regarding call drivers and staffing impacts
12. Analyze volume variances and adjust forecasts accordingly
13. Collaborate with other business units to understand and remediate variances
14. Support staffing requirements through close work with scheduling teams
15. Provide weekly reports on planned vs. actuals and variance explanations
16. Conduct root cause analysis for call variances and telephony issues

Qualifications:

Education: Bachelor's degree in Finance or Statistics

Experience:

• At least 7 years of relevant Workforce Management experience, with expert knowledge of call center operations and analytics
• 3-5 years in call center forecasting
• Telecom experience, including understanding of ACDs
• Finance background, including FTE conversion and contact center budgeting

Preferred Education: Master's in Finance and/or Statistics

Preferred Experience: Experience with IEX Totalview

Certifications: Six Sigma, PMI, Business Analytics, Risk Management, Workforce Certification

To current Molina employees interested in this position, please apply through the intranet. Molina Healthcare offers a competitive benefits package. We are an Equal Opportunity Employer (EOE) M/F/D/V.