Sr Capacity Planner (Remote)

Lensa; Provo (UT); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Workforce Management Specialist to develop strategies and manage resources effectively. The role requires extensive experience in call center operations and data analysis. Candidates should possess strong analytical skills and the ability to work under pressure. This full-time position offers a competitive salary and benefits package, making it an excellent opportunity for experienced professionals looking to advance their careers.

Benefits

Competitive benefits and compensation package

Qualifications

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

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Identify gaps in coverage and propose solutions.
• Accurately predicts work volume and handle time.

Skills

Data integrity

Multi-tasking

Attention to detail

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

IEX Totalview

Excel

Access

Job description

1 day ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

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.

• Correlation reporting
• Financial modeling for business case and budgetary impacts
• Facilities capacity planning
• Able to identify the various sources of data and collect the same for analysis and variance. Collect and collate data from WFM, ACD, Transaction systems (QnXT preferred)
• Creates data models for correlation / aggregation of data from multiple sources. Creates the automation of the statistical model and is able to fine-tune parameters to create scenarios and predict workload and call propensity
• Maintains headcount/FTE requirements for each plan and works closely with leadership to ensure staffing is adequate to meet all service level guarantees
• Accurately predicts work volume, handle time and staff shrinkage by work type. Identifies gaps in coverage, and proposes new shifts or realignments along with hiring plans
• Measure performance in each discipline within transparent set of key metrics and targets
• Support compliance regulations
• Forecast call volume by queues based on the data model. Populate call volumes into the WFM tool (IEX Preferred)
• Prepares monthly communication plan with all leaders to explain changes and impacts on call drivers and staffing models
• Analyze volume variance of planned versus actuals
• Plans remediation / adjustment to model to refine forecasted volumes
• Maintains relationship with other business units to understand the variance and plan remediation
• Works closely with scheduling team to support volume forecast with staffing requirements including any additional workload requirements
• Provides weekly reports on planned versus actuals and reasons for variance
• Undertakes adhoc analysis to identify root causes for call variances
• Ability to complete root cause analysis for telephony issues
• Create custom reporting via Excel/Access.

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

• Requires at least 7 years relevant experience with Workforce Management tools. Expert level experience with call center operations policy and procedures, including and understanding of service objectives and contact center analytics
• 3-5 years call center forecasting
• Telecom Experience including full 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 License, Certification, Association

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

To all current Molina employees: If you are interested in applying for this position, please apply through the intranet job listing.

Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.

Pay Range: $77,969 - $128,519 / ANNUAL

• Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Information Technology

Industries

• IT Services and IT Consulting