Workforce Management Analyst at Delta Dental of California in rancho cordova, California

Job Description:

At Delta Dental, our strategy is only as strong as the people who execute it! We are hiring individuals that are not just right for today but also for our future. We have built a foundation of high-trust by treating all people with dignity, making and keeping commitments, and consistently striving to do the right thing. Our leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We expect our employees to find ways to embrace positive change, be curious and challenge the status quo, and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other's strengths and sharing in successes.

The Workforce Management Analyst is responsible for partnering with the management team to meet service level and response time objectives across all contact channels while ensuring effective and efficient use of resources. Other duties include planning, organizing and managing the workload through accurate forecasts, staff calculations, schedules and management reports.

How you will make an impact:
- Maintains the agent database to include updating preferences, special requests, exceptions, and vacation and holidays in a timely manner.
- Plans and distributes daily work schedules for agents and provides historical adherence reports to management.
- Continually improves forecasting and scheduling predication's across all contact channels.
- Develops special forecasts to assist in creating project staffing plans and ongoing plans.
- Acts as a divisional subject matter expert in workforce management applications and assists in training where applicable.
- Develops long-term capacity plans and provides accurate workload predictions for annual budgeting and planning.
- Monitors real-time queue and adherence reports to ensure service level and response time objectives are met; oversees real-time escalation plans.
- Ensures maximum use of existing technologies to support efficient traffic distribution.
- Develops and maintains processes/procedures and serves as back-up support staff as needed.
- Performs miscellaneous duties as assigned.What we look for:
- A Bachelor's degree or equivalent from an accredited college or technical school.
- 3 plus years of technical call center or related experience and/or training or equivalent combination of education and experience.
- Excellent customer service skills.
- Strong organizational/time management skills and multi-tasking abilities.
- Good organizational/time management and project management skills and multi-tasking abilities.
- Ability to maintain confidentiality, follow-up on commitments on a timely basis, adhere to deadlines, and be a strong team player.
- Detail oriented with strong analytical and problem-solving skills.
- Knowledge of Delta Dental policies, procedures and guidelines
- Knowledge of call center operations principles.

Benefits and perks:
- 12 days starting vacation plus 12 holidays and your birthday off!
- Multiple medical insurance options: 100% paid or low cost premiums
- 100% paid dental insurance
- 100% paid vision insurance
- Onsite gym and/or gym discount and fitness incentive
- Culture of learning: substantial tuition reimbursement to improve your skills
- Career growth: we love promoting from within
- Strong commitment to work/life balance
- Technology allowance
- Social responsibility and volunteer opportunities

At Delta Dental we:
Promote accountability, integrity and collaboration: Our employees are collaborative, self-aware, and ethical. It is our expectation to do the right thing and follow through on commitments.
Foster professional development: Our employees take ownership of developing themselves and others through coaching, mentoring and providing/being open to constructive feedback and identifying learning opportunities.
Value customers and cultivate positive experiences: Our employees take time to build rapport with customers, while anticipating and exceeding their needs to ensure positive outcomes.

If you think this sounds like you, let's chat. We would love to tell you more!

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ABOUT Delta Dental
Delta Dental covers more Americans than any other dental benefits provider. Our vision is to motivate and empower every employee so we're all inspired to take exceptional care of our customers, providers and each other. Our Enterprise Strategy focuses on pillars of Growth and Diversification, supported by the platforms of Culture and People, Process and Technology. Our employees take pride working for a purpose-driven organization and live our values of Trust, Service, Excellence and Innovation.

We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.

Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other classification protected by federal or state law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Proof of eligibility to work in the United States must be provided if selected for hire. .