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.
Hours: Mon - Fri 10:30am - 7:30pm in your time zone
training will be for 1 week at the corporate office in CA
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).
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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
Skills Required
- Minimum 2 years relevant experience with workforce management tools and call center operations
- Experience with service objectives and contact center analytics
- Ability to convert dollars to full-time equivalent (FTE) and apply to contact center budget
- Workforce management experience including planning efforts
- Strong data analysis skills and 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 matrixed organization and communicate across all levels
- Effective verbal and written communication skills
- Microsoft Office suite proficiency
- Six Sigma or Project Management Professional (PMP) certification
- Professional in Business Analysis (PBA) and/or Professional in Risk Management (PRM)
Molina Healthcare Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Molina Healthcare Inc. and has not been reviewed or approved by Molina Healthcare Inc..
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Affordable Benefits — Benefits are often described as good or competitive, with flexibility and remote-work options contributing to overall value. Feedback suggests core health coverage and the 401(k) match are viewed favorably by many.
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Healthcare Strength — Health insurance is commonly portrayed as solid, with several mentions of strong or comprehensive medical, dental, and vision options. This appears to be a consistent bright spot within the total rewards package.
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Retirement Support — The 401(k) plan, including employer matching, is cited positively and contributes to satisfaction with long-term financial benefits. Comments highlight the match as a meaningful part of overall compensation.
Molina Healthcare Inc. Insights
What We Do
Molina Healthcare Inc. is dedicated to delivering effective, reliable, and affordable health care to those who need it most. The company focuses on improving the health and well-being of its members and positively impacting the communities it serves. Recognized as a leader in the health insurance category, it provides essential healthcare services to ensure accessible and quality care for its members.
