JOB DESCRIPTION Job Summary
Provides analyst support for workforce management activities including partnering with leaders to identify business needs, and proposing solutions in line with the needs of members and providers. Ensures appropriate numbers of skilled resources are in place to manage workload demands, identifies gaps in coverage and proposes solutions for best possible outcomes.
Essential Job Duties
- Provides analytical input related to call handle time/volume trends, and seeks to continuously improve forecasts and plans.
- Maintains headcount requirements for each plan and works closely with leadership to ensure staffing is adequate to support compliance regulations and service level needs.
- Identifies gaps in coverage, predicts work volumes, and proposes new shifts, realignments/hiring plans.
- Maintains attrition capacity modeling and management of paid time off (PTO).
- Measures performance in each discipline according to established key metrics and targets, and aligns appropriate schedules to meet business needs.
- Maintains and updates employee information within the workforce management database to support data integrity.
- Maintains relationship with training team to ensure employees attend required trainings/complete trainings during optimal times in regard to business needs/operations.
- Provides production reporting to all levels of leadership per business requirements.
- Supports workforce management system integrity by communicating known issues and collaborating on resolutions.
- Develops workforce management/capacity templates using available data and complex formulas.
Required Qualifications
- At least 2 years of relevant experience with workforce management tools, including experience with call center operations policy and procedures, and understanding and experience with service objectives and contact center analytics, or equivalent combination of relevant education and experience.
- Ability to convert dollars to full-time equivalent (FTE)/application to contact center budget.
- Workforce management experience, including experience with planning efforts.
- Strong data analysis skills, including data integrity experience.
- Strong critical-thinking skills, and attention to detail.
- Ability to multi-task and work well under pressure.
- Root-cause analysis experience.
- Ability to work cross-collaboratively across a highly matrixed organization and communicate across all levels of business.
- Effective verbal and written communication skills.
- Microsoft Office suite and applicable software program(s) proficiency.
Preferred Qualifications
- Six Sigma or Project Management Professional (PMP) certification.
- Professional in Business Analysis (PBA) and/or Professional in Risk Management (PRM).
To all current Molina employees: If you are interested in applying for this position, please apply through the Internal Job Board.
Molina Healthcare offers a competitive benefits and compensation package. Molina Healthcare is an Equal Opportunity Employer (EOE) M/F/D/V