Provide workforce management support for a Technical Help Desk environment operating on a 24/7 and 365 basis, including scheduling, forecasting, capacity planning, reporting, and workforce optimization.
Compensation
Pay Rate: C$30.00–C$35.00 / Hour (CAD)
Responsibilities
Build and maintain schedules for help desk agents
Manage vacation planning and workforce allocation
Perform capacity planning activities on weekly, monthly, and annual horizons
Monitor real-time operational performance and staffing requirements
Manage attendance exceptions and schedule adherence
Requirements
Nice to have: Power BI
Nice to have: Power Automate
Nice to have: Additional workforce management platforms
Nice to have: Technical Help Desk workforce management experience in large enterprise environments
Senior Associate responsible for end-to-end workforce planning, real‑time operations management, and reporting for Payroll and Payments customer support in a voice contact center.
Responsibilities
Develop short‑term and long‑term forecasting models based on volume trends, seasonality, and business inputs
Create capacity plans aligned to demand, shrinkage, and business requirements
Partner with Operations to ensure optimal staffing and hiring plans
Continuously refine forecasting accuracy through trend analysis and historical data
Design and manage schedules to ensure optimal coverage across shifts and queues
Provides level II support center customer service excellence to meet the needs of Molina members and providers.
Compensation
Molina Healthcare offers a competitive benefits and compensation package.
Responsibilities
Provides service support to members and/or providers using one or more support center communication channels serving multiple states and/or products including phone, chat and email
Supports member/provider issues in areas involving member/provider impact and engagement including appeals and grievances, problem research and resolution, and the development/maintenance of member/provider materials
Assists members and providers with a focus on process improvement and retention
Consistently delivers excellent customer service and first call resolution
Accurately documents all calls across multiple platforms
The Workforce Management Professional 1 applies and integrates advanced and predictive analysis, people metrics and reporting to develop strategic and operational insights for workforce decision-making (e.g., staffing, learning and development, talent management, diversity and human resource compliance).
Compensation
$48,900 - $66,200 per year
Responsibilities
Assess organizational staffing and identifies requirements and solutions to meet workforce objectives
Provide analysis of talent and staffing needs based on strategic planning at the enterprise level
Understand own work area professional concepts/standards, regulations, strategies and operating standards
Make decisions regarding own work approach/priorities and follows direction
Lead cross‑functional workforce management initiatives, modernizing planning processes through data, reporting, and automation.
Compensation
Total Target Cash Earnings Opportunity: $96,025 - $173,305
Responsibilities
Lead complex, cross‑functional WFM initiatives from discovery and requirements through implementation, adoption, and continuous improvement.
Partner with data, reporting, and IT teams to improve WFM's business intelligence, automation, and workflow capabilities across tools such as Power BI, SharePoint, and Verint.
Develop and support reporting and decision‑support solutions that reduce reliance on manual data pulls, recurring report creation, and senior‑level intervention.
Analyze operational and reporting data to identify trends, risks, opportunities, and actionable recommendations that inform workforce planning decisions.
Identify repetitive or fragmented processes and design scalable solutions using workflow automation, Power Platform, scripting, AI‑enabled tools, or other appropriate enterprise technologies.
Representative, Support Center IIMolina Healthcare · US
SME CC Quality_Digital Banking Kotak 811_0768_1461_1079354Kotak Neo (Kotak Securities Limited) · Thane, India