Sr Capacity Planner (Remote)

Lensa; New York (NY); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT services seeks a Sr Capacity Planner to develop workforce management strategies and ensure optimal resource allocation. The role requires extensive experience in workforce management and forecasting, with a focus on data integrity and analysis. Candidates should possess a Bachelor's degree in Finance or Statistics and have significant experience in call center environments.

Qualifications

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

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Forecast call volume by queues based on data models.
• Conduct root cause analysis for call variances and telephony issues.

Skills

Workforce Management

Data Analysis

Financial Modeling

Forecasting

Attention to Detail

Multi-tasking

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Job description

Join to apply for the Sr Capacity Planner (Remote) role at Lensa

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Join to apply for the Sr Capacity Planner (Remote) role at Lensa

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.

Responsibilities include but are not limited to:

• Correlation reporting
• Financial modeling for business case and budgetary impacts
• Facilities capacity planning
• Able to identify sources of data and collect for analysis and variance.
• Creates data models for correlation / aggregation of data from multiple sources.
• Maintains headcount/FTE requirements and works closely with leadership.
• Accurately predicts work volume, handle time, and staff shrinkage by work type.
• Measure performance with key metrics and targets.
• Support compliance regulations.
• Forecast call volume by queues based on data models.
• Prepares communication plans with leaders about changes and impacts.
• Analyze volume variance of planned versus actuals.
• Plan remediation / adjustment to refine forecasts.
• Maintain relationships with other business units for variance understanding.
• Work closely with scheduling team to support staffing requirements.
• Provide weekly reports on planned versus actuals and reasons for variance.
• Conduct root cause analysis for call variances and telephony issues.
• Create custom reports 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.
• 3-5 years call center forecasting experience.
• Telecom experience including understanding of ACDs.
• Finance background including conversion 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 and Certifications

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

Additional Information

To all current Molina employees: Please apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. We are 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.

Job Details

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and IT Consulting

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