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 multitask.
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. This is a regional role with responsibility for supporting multiple plans based on business need.
Develop templates and creating and using complex formulas.
Provide analytical input related to trends within plans associate to call handle time and call volume, used to continuously improve forecasts and plans (workload)
Maintains headcount/FTE requirements for each plan and works closely with leadership to ensure staffing is adequate to support compliance regulations
Identifies gaps in coverage, and proposes new shifts or realignments along with hiring plans and predicts work volume
Maintains attrition capacity modeling and management of PTO planning and all HR-related activities
Measures performance in each discipline within transparent set of key metrics and targets and aligns appropriate schedules to meet business needs
Maintains and updates employee information within Workforce Management database to support data integrity
Maintains relationship with training team to ensure employees attend trainings at the best time for the business
Provides production reporting to all levels of leadership based on business requirements
Supports system integrity for Workforce Management software, Performance Manager and Cisco tools by communicating any known issues.
JOB QUALIFICATIONS
Required Education
Associate degree or equivalent combination of education and experience
Required Experience
Requires at least 3-5 years relevant experience with Workforce Management methodologies - expert level with call centers experience with call center operations, processes, and procedures, including and understanding of service objectives and contact center analytics
Preferred Education
Bachelor's Degree or equivalent combination of education and experience
Preferred Experience
5+ years relevant experience with Workforce Management methodologies - expert level with call centers experience with call center operations, processes and procedures, including and understanding of service objectives and contact center analytics
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: $16.23 - $35.17 / HOURLY
*Actual compensation may vary from posting based on geographic location, work experience, education and/or skill level.
