Sr Capacity Planner (Remote)

Lensa; Sioux City (IA); Remote; USD 77,000 - 129,000; Full time

Job summary

A leading company in IT Services is seeking a Capacity Planner to develop and implement workforce management strategies. This mid-senior level role requires extensive experience in call center operations and analytics, with a Bachelor's degree in Finance or Statistics. The position offers a competitive salary and a comprehensive benefits package.

Qualifications

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

Responsibilities

• Develop and deploy workforce management strategies nationwide.
• Analyze volume variance and refine forecasts accordingly.
• Support staffing requirements with the scheduling team.

Skills

Data integrity

Attention to detail

Forecasting

Data analysis

Correlation reporting

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

Workforce Management tools

IEX Totalview

Excel

Access

Job description

15 hours ago Be among the first 25 applicants

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 proposing solutions aligned with the needs of 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 gaps in coverage and proposes solutions for optimal outcomes. Data integrity and attention to detail are critical. Must be able to self-check for quality and work well under pressure, managing multiple tasks.

• Correlation reporting
• Financial modeling for business cases and budget impacts
• Facilities capacity planning
• Data collection and analysis from WFM, ACD, Transaction systems (QnXT preferred)
• Creating data models for correlation and aggregation, automating statistical models, and fine-tuning parameters for scenarios and workload prediction
• Maintaining headcount/FTE requirements and collaborating with leadership to meet service level guarantees
• Predicting work volume, handle time, and staff shrinkage by work type; identifying coverage gaps and proposing shifts or hiring plans
• Measuring performance against key metrics and targets
• Supporting regulatory compliance
• Forecasting call volume by queues using data models and populating into WFM tools (IEX preferred)
• Preparing monthly communication plans with leaders regarding call drivers and staffing impacts
• Analyzing volume variance and refining forecasts accordingly
• Collaborating with other business units to understand variances and plan remediation
• Supporting staffing requirements with the scheduling team
• Providing weekly reports on planned versus actuals and variance reasons
• Conducting root cause analysis for call variances and telephony issues
• Creating custom reports using Excel/Access

Job Qualifications

Required Education

Bachelor's degree in Finance or Statistics

Required Experience

• At least 7 years of relevant experience with Workforce Management tools, including call center operations, policies, procedures, service objectives, and analytics
• 3-5 years in call center forecasting
• Telecom experience with ACDs
• Finance background, including converting dollars to FTE and applying to contact center budgets

Preferred Education

Master's in Finance and/or Statistics

Preferred Experience

Experience with IEX Totalview is preferred

Preferred Certifications

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

Current Molina employees interested in this position should apply through the intranet.

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 annually. Actual compensation may vary based on location, experience, education, and skills.

Additional Details

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

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