Sr Capacity Planner (Remote)
Job Description
- Knowledge/Skills/AbilitiesDevelop 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 EducationBachelor's degree in Finance or StatisticsRequired 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 EducationMaster's in Finance and/or StatisticsPreferred ExperienceExperience with IEX Totalview preferredPreferred License, Certification, AssociationSix Sigma CertificationPMI CertificationBusiness Analytics/Risk ManagementWorkforce 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.
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