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Capacity Planner - Workforce Planning/Scheduling - Remote
Molina Healthcare
This job is no longer accepting applications
See open jobs at Molina Healthcare.See open jobs similar to "Capacity Planner - Workforce Planning/Scheduling - Remote" This is CNY.Posted on Friday, August 16, 2024
KNOWLEDGE/SKILLS/ABILITIES
Develop and deploy workforce management strategies nationwide. Partner with leaders to identify business 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 multitask.
- 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
- Maintains skilling requirements for each plan and works closely with leadership to ensure skilling is adequate to meet all service level guarantees
- Identifies gaps in coverage, and proposes new shifts or realignments along with hiring plans
- Support compliance regulations
- Forecast call volume by queues based on the data model. Populate call volumes into the WFM tool
- Analyze and explain 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
- 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.
- Demonstrates a high level of self-motivation, accountability, and an ability to work independently with minimal supervision, ensuring tasks are completed efficiently and on time, contributing to a dynamic and results-driven work environment
- Assumes and performs other duties and responsibilities not specifically outlined herein, but which are logically and properly inherent to the position.
JOB QUALIFICATIONS
Required Education
Bachelor's degree
Required Experience
- Requires 5-7 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
- Telecom Experience - full understanding of ACDs
Preferred Education
Master's
Preferred Experience
Experience with Genesys Cloud 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: $44,936.59 - $97,362.61 / 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: 08/15/2024This job is no longer accepting applications
See open jobs at Molina Healthcare.See open jobs similar to "Capacity Planner - Workforce Planning/Scheduling - Remote" This is CNY.