Sr Capacity Planner (Remote)

Molina Healthcare; Washington (District of Columbia); Remote; USD 77,000 - 129,000; Full time

Job summary

An established industry player is seeking a Workforce Management expert to develop and deploy strategies that optimize staffing and performance in call centers. This role requires a blend of analytical skills and operational expertise, ensuring the right resources are available to meet service demands. The ideal candidate will have extensive experience with Workforce Management tools and a strong background in finance, allowing them to analyze data effectively and forecast needs accurately. Join a forward-thinking organization that values innovation and collaboration, and make a significant impact on service delivery and operational efficiency.

Qualifications

• 7+ years of experience with Workforce Management tools and call center operations.
• Expertise in financial modeling and data analysis for business impacts.

Responsibilities

• Develop workforce management strategies and ensure optimal staffing levels.
• Analyze data and forecast call volume, proposing shifts and hiring plans.

Skills

Workforce Management

Call Center Operations

Data Analysis

Financial Modeling

Forecasting

Correlation Reporting

Root Cause Analysis

Multitasking

Education

Bachelor's degree in Finance or Statistics

Master's in Finance and/or Statistics

Tools

IEX Totalview

Excel

Access

ACD Systems

Job description

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, along with the ability to self-check for quality. Must work well under pressure and be capable of multitasking.

• Correlation reporting
• Financial modeling for business case and budget impacts
• Facilities capacity planning
• Identify data sources, collect, and analyze data from WFM, ACD, Transaction systems (QnXT preferred)
• Create data models for correlation and aggregation from multiple sources, automate statistical models, and fine-tune parameters for scenario planning and workload prediction
• Maintain headcount/FTE requirements and collaborate with leadership to ensure staffing meets service level guarantees
• Predict work volume, handle time, and staff shrinkage by work type; propose shifts or realignments and hiring plans as needed
• Measure performance using key metrics and targets
• Support compliance with regulations
• Forecast call volume by queues based on data models; input into WFM tools (IEX preferred)
• Communicate monthly updates to leaders on call drivers and staffing impacts
• Analyze volume variances and plan remediation
• Collaborate with other units to understand and address variances
• Support staffing requirements through close work with scheduling teams
• Provide weekly reports on planned versus actuals and reasons for variances
• Conduct root cause analysis for call variances and telephony issues
• Create custom reports using 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; expert in call center operations, policies, procedures, and analytics; 3-5 years in call center forecasting; Telecom experience including ACDs; Finance background with FTE and budget application

Preferred Education: Master's in Finance and/or Statistics

Preferred Experience: Experience with IEX Totalview

Preferred Licenses/Certifications: Six Sigma, PMI, Business Analytics/Risk Management, Workforce Certification

Current Molina employees interested in this position should apply via the intranet job listing. Molina Healthcare offers competitive benefits and compensation. 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.