Sr Capacity Planner (Remote)

Molina Healthcare; Miami (FL); Remote; USD 80,000 - 105,000; Full time

Job summary

Molina Healthcare seeks a Workforce Manager to develop and implement strategies that enhance the efficiency of call center operations. This role involves extensive forecasting, data analysis, and collaboration with leadership to align workforce planning with member and provider needs, ensuring optimal service levels are maintained. Candidates should possess a strong analytical background, relevant experience in workforce management, and communications skills to convey insights effectively.

Benefits

Competitive benefits package

Qualifications

• 7+ years in Workforce Management tools and call center operations.
• 3-5 years in call center forecasting.
• Certifications: Six Sigma, Business Analytics, Risk Management.

Responsibilities

• Forecasting call volume and staffing needs based on metrics.
• Creating data models and optimizing staffing strategies.
• Analyzing performance and reporting on variances.

Skills

Data Integrity

Multitasking

Analytical Skills

Forecasting

Communication

Education

Bachelor's degree in Finance or Statistics

Master's preferred

Tools

WFM tools (IEX preferred)

ACD Systems

Job description

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 number of skilled resources are in place at the right time to handle workload. Identifies coverage gaps and proposes solutions for optimal outcomes. Data integrity and attention to detail are critical; must consistently self-check for quality. Ability to work well under pressure and multitask is essential.

Responsibilities include:

1. Correlation reporting
2. Financial modeling for business case and budget impacts
3. Facilities capacity planning
4. Data collection from various sources (WFM, ACD, Transaction systems, e.g., QnXT)
5. Creating data models for correlation and aggregation, automating statistical models, and fine-tuning parameters for scenario analysis and workload prediction
6. Maintaining headcount/FTE requirements and collaborating with leadership to ensure staffing meets service level guarantees
7. Accurately predicting work volume, handle time, and staff shrinkage by work type; proposing shifts or realignments and hiring plans
8. Measuring performance against key metrics and targets
9. Supporting compliance regulations
10. Forecasting call volume by queues, populating data into WFM tools (IEX preferred)
11. Communicating monthly updates to leaders on call drivers and staffing impacts
12. Analyzing volume variances and adjusting models accordingly
13. Maintaining relationships across business units to understand and remediate variances
14. Supporting staffing requirements through close work with scheduling teams
15. Providing weekly reports on planned versus actual performance and variance reasons
16. Conducting root cause analysis for call variances and telephony issues

Qualifications:

Education: Bachelor's degree in Finance or Statistics; Master's preferred

Experience:

• At least 7 years in Workforce Management tools and call center operations, including analytics
• 3-5 years in call center forecasting
• Telecom experience with ACDs
• Finance background, including conversion of dollars to FTE and budgeting

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

Interested Molina employees should apply via the intranet. Molina Healthcare offers competitive benefits. This is an Equal Opportunity Employer (EOE) M / F / D / V.