Sr Capacity Planner (Remote)

Molina Healthcare; Savannah (GA); Remote; USD 80,000 - 110,000; Full time

Job summary

An established industry player is seeking an experienced Workforce Management Specialist to develop and deploy strategies nationwide. This role involves analyzing data to ensure optimal staffing levels and forecasting call volumes. The ideal candidate will have a solid background in call center operations and a knack for financial modeling. You'll collaborate with various business units to enhance performance metrics and support compliance regulations. If you're passionate about driving efficiency and improving service delivery in a dynamic environment, this opportunity is perfect for you.

Benefits

Competitive benefits package

Equal Opportunity Employer

Qualifications

• 7+ years of experience with Workforce Management tools and call center operations.
• Strong analytical skills to collect and analyze data for variance.

Responsibilities

• Develop workforce management strategies and ensure staffing meets service level guarantees.
• Forecast call volume and prepare monthly communication plans with leaders.

Skills

Workforce Management

Data Analysis

Forecasting

Financial Modeling

Attention to Detail

Multi-tasking

Call Center Operations

Education

Bachelor's in Finance or Statistics

Master's in Finance and/or Statistics

Tools

IEX Totalview

ACD Systems

WFM Tools

Job description

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:

1. Correlation reporting
2. Financial modeling for business case and budgetary impacts
3. Facilities capacity planning
4. Identify various sources of data, collect, and analyze for variance. Collect and collate data from WFM, ACD, Transaction systems (QnXT preferred)
5. Create data models for correlation/aggregation of data from multiple sources. Automate statistical models and fine-tune parameters to create scenarios and predict workload and call propensity
6. Maintain headcount/FTE requirements for each plan and work closely with leadership to ensure staffing meets service level guarantees
7. Accurately predict work volume, handle time, and staff shrinkage by work type. Identify gaps and propose shifts, realignments, and hiring plans
8. Measure performance within transparent key metrics and targets
9. Support compliance regulations
10. Forecast call volume by queues based on data models. Populate call volumes into WFM tools (IEX preferred)
11. Prepare monthly communication plans with leaders to explain changes and impacts on call drivers and staffing models
12. Analyze volume variance of planned versus actuals and plan remediation
13. Maintain relationships with other business units to understand variance and plan remediation
14. Work with scheduling team to support volume forecast with staffing requirements
15. Provide weekly reports on planned versus actuals and reasons for variance
16. Conduct ad hoc analysis to identify root causes of call variances
17. Complete root cause analysis for telephony issues

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

• At least 7 years relevant experience with Workforce Management tools, with expert knowledge of call center operations policy, procedures, service objectives, and analytics
• 3-5 years call center forecasting experience
• Telecom experience, including full understanding of ACDs
• Finance background, including conversion of 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, Certifications, Associations

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

Workforce Certification

Interested Molina employees should 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.