Sr reputed company Planner (Remote)

Job Description

Knowledge/Skills/Abilities reputed company and deploy workforce management strategies reputed company. 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 reputed company at the right time to handle the workload. Identify gaps in coverage and propose solutions for the best possible outcome. Data reputed company is critical to success, as is attention to detail. Must possess the ability to self reputed company 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 reputed company planning
• Able to identify the various sources of data and collect the same for analysis and variance. Collect and reputed company 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 reputed company 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 reputed company 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 reputed company 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 reputed company reputed company/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 reputed company Certification PMI Certification Business Analytics/Risk Management Workforce Certification To reputed company reputed company Molina employees: If you are interested in applying for this position, please apply through the intranet job listing. reputed company offers a competitive benefits and compensation package. reputed company is an Equal Opportunity Employer (EOE) M/F/D/V. Apply tot his job Apply To this Job