Sr Capacity Planner (Remote)
Molina Healthcare Everett, Washington; Spokane, Washington; Tacoma, Washington; Seattle, Washington; Washington; New York, New York; Yonkers, New York; Vancouver, Washington; Buffalo, New York; Houston, Texas; Racine, Wisconsin; Chandler, Arizona; Syracuse, New York; Rochester, New York; Columbus, Ohio; Dallas, Texas; Salt Lake City, Utah; Wisconsin; Madison, Wisconsin; Kenosha, Wisconsin; Mesa, Arizona; Orlando, Florida; St. Petersburg, Florida; Iowa City, Iowa; Nampa, Idaho; Idaho; Owensboro, Kentucky; Albuquerque, New Mexico; Roswell, New Mexico; Las Cruces, New Mexico; Ohio; Akron, Ohio; Fort Worth, Texas; Austin, Texas; West Valley City, Utah; Milwaukee, Wisconsin; Scottsdale, Arizona; Macon, Georgia; Cedar Rapids, Iowa; Kentucky; Covington, Kentucky; Rio Rancho, New Mexico; Texas; Orem, Utah; Warren, Michigan; Sterling Heights, Michigan; Omaha, Nebraska; Kearney, Nebraska; Cincinnati, Ohio; Cleveland, Ohio; Jacksonville, Florida; Miami, Florida; Atlanta, Georgia; Des Moines, Iowa; Iowa; Bowling Green, Kentucky; Santa Fe, New Mexico; Albany, New York; Sioux City, Iowa; Boise, Idaho; Meridian, Idaho; Michigan; San Antonio, Texas; Layton, Utah; Provo, Utah; Utah; Tucson, Arizona; Florida; Tampa, Florida; Augusta, Georgia; Louisville, Kentucky; Ann Arbor, Michigan; Detroit, Michigan; Bellevue, Nebraska; New Mexico; Dayton, Ohio; Green Bay, Wisconsin; Phoenix, Arizona; Savannah, Georgia; Columbus, Georgia; Georgia; Davenport, Iowa; Idaho Falls, Idaho; Caldwell, Idaho; Lexington-Fayette, Kentucky; Grand Rapids, Michigan; Lincoln, Nebraska; Grand Island, Nebraska; Nebraska; New York Job ID 2031155
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
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.
About Us
Molina Healthcare is a nationwide fortune 500 organization with a mission to provide quality healthcare to people receiving government assistance. If you are seeking a meaningful opportunity in a team-oriented environment, come be a part of a highly engaged workforce dedicated to our mission. Bring your passion and talents and together we can make a difference in the lives of others. Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V.
Job Type: Full Time Posting Date: 04/15/2025ABOUT OUR LOCATION
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