Sr Capacity Planner (Remote)

GenZJobs; Mesa (AZ); Remote; USD 80,000 - 110,000; Full time

Job summary

A leading company is seeking a skilled Workforce Management professional with extensive experience in call center operations. This role involves strategizing workforce deployment, forecasting volumes, and ensuring data integrity. Candidates should possess strong analytical skills, a bachelor's degree, and several years of relevant experience in the field. The successful applicant will work closely with leadership to enhance operational effectiveness and meet service levels.

Qualifications

• At least 7 years of relevant Workforce Management experience.
• 3-5 years of call center forecasting experience.
• Experience with IEX Totalview preferred.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Analyze volume variances and plan model adjustments.
• Forecast call volume by queues and populate into WFM tools.

Skills

Data integrity

Attention to detail

Ability to multitask

Statistical modeling

Forecasting

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics (preferred)

Tools

WFM tools (IEX preferred)

ACD systems

QnXT

Job description

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 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 and attention to detail are critical. Must be able to self-check consistently for quality. Ability to work well under pressure and multitask is essential.

• Correlation reporting
• Financial modeling for business case and budget impacts
• Facilities capacity planning
• Identify data sources, collect data for analysis and variance, including WFM, ACD, Transaction systems (QnXT preferred)
• Create data models for correlation/aggregation, 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
• Predict work volume, handle time, and staff shrinkage by work type; identify coverage gaps and propose shifts or realignments with hiring plans
• Measure performance using key metrics and targets
• Support compliance regulations
• Forecast call volume by queues, populate into WFM tools (IEX preferred)
• Communicate monthly updates to leaders on call drivers and staffing impacts
• Analyze volume variances, plan model adjustments, and refine forecasts
• Collaborate with other business units to understand variance causes and plan remediation
• Work with scheduling teams to align staffing with forecasted volumes
• Provide weekly reports on planned vs. actuals and variance reasons
• Conduct root cause analysis for call variances and telephony issues

Job Qualifications

Required Education: Bachelor's degree in Finance or Statistics

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

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

• Experience with IEX Totalview (preferred)
• Certifications: Six Sigma, PMI, Business Analytics/Risk Management, Workforce Certification

To all current Molina employees: Interested applicants should apply through the intranet job listing. Molina Healthcare offers competitive benefits and compensation. We are an Equal Opportunity Employer (EOE) M/F/D/V.