Sr Capacity Planner (Remote)

Molina Healthcare; Omaha (NE); Remote; USD 80,000 - 110,000; Full time

Job summary

A leading healthcare company is seeking a Workforce Management expert to develop and implement strategies that ensure optimal staffing and operational efficiency. The role requires extensive experience in workforce analytics, forecasting, and a strong background in finance. Candidates should be adept at data analysis and possess excellent multitasking abilities, with a focus on maintaining data integrity and quality under pressure.

Benefits

Competitive benefits

Equal Opportunity Employer

Qualifications

• 7+ years of relevant experience in Workforce Management tools and contact center operations.
• Experience in forecasting within call centers (3-5 years).
• Telecom experience with ACDs and finance background related to contact center budgets.

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Forecast call volume and manage staffing requirements.
• Analyze performance metrics and provide monthly updates to leadership.

Skills

Data integrity

Attention to detail

Multitasking

Analytical skills

Education

Bachelor's degree in Finance or Statistics

Master's degree in Finance and/or Statistics

Tools

Workforce Management tools

IEX Totalview

Job description

Develop and deploy nationwide workforce management strategies. Partner with leaders by identifying business needs and proposing solutions aligned with 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, identifying coverage gaps and proposing 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 multitask effectively.

Key Responsibilities

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 adequate staffing
7. Predicting work volume, handle time, and staff shrinkage; 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 and populating into WFM tools (preferably IEX)
11. Communicating monthly updates to leaders on call drivers and staffing impacts
12. Analyzing volume variances and adjusting models accordingly
13. Collaborating with other business units for variance understanding and remediation planning
14. Supporting staffing requirements through close work with scheduling teams
15. Providing weekly reports on planned versus actuals and variance reasons
16. Conducting root cause analysis for call variances and telephony issues

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 contact center operations, including analytics
• 3-5 years of forecasting experience in call centers
• Telecom experience with ACDs
• Finance background with experience 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 is preferred

Preferred Certifications

Six Sigma, PMI, Business Analytics, Risk Management

Workforce Certification

Interested employees should apply through the intranet. Molina Healthcare offers competitive benefits. We are an EOE M/F/D/V.