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Sr Capacity Planner (Remote)

November 11, 2025

Job Description 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 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.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...