Senior Intraday 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 Senior Intraday Analyst is a key player in the Intraday Management practice within the Workforce Management (WFM) Organization. As an Intraday Management subject matter expert, this position will assist Intraday Analysts with providing and maintaining proactive real-time management of contact and agent key performance indicators daily, as well as providing insights to net staffing levels and rerouting strategies. This position includes cross-functionality with Performance Analytics, Forecasting, and Scheduling practices within the WFM Organization.

How you will make an impact:

• Monitor services levels, contacts in queue, abandonment rates, etc. for all WFM-supported queues; follow the KPI threshold model for contacts and agents, including driving corresponding actions to address variances.


• Perform the attendance call-out process, handle schedule exceptions, and execute permissible schedule changes as needed to reduce agent overtime and follow the excess capacity strategy for overstaffed timeframes for Operations and WFM.


• Utilize intraday performance (IDP) reports to provide proactive communications regarding attendance, net staffing, cautionary periods, excess capacity, and scheduled offline events, coupled with relevant action plans daily.


• Execute intraday applicable ACD routing strategies and changes within routing profiles.


• Collaborate with the WFM Forecasting and Scheduling Analysts regarding the new volume and staffing trends that could impact future forecasts and partner with the WFM Sr. Performance Analyst to identify agent and volume behaviors for intraday management strategies.


• Coach and mentor Intraday Analysts on more complex tasks as well as how to identify and recommend efficiency opportunities for front and back-office business lines.


• Supply inputs by collecting, analyzing, and summarizing information, data, and trends for the WFM Efficiency model tracking and convert recommendations into cost savings as well as for monthly and quarterly business reviews.


• Execute continuous optimization and improvement initiatives aligning with industry best practices for the WFM Intraday Management practice.


• Maintain relationships with stakeholders by meeting and educating them on the nuances of Intraday Management to foster credibility and partnership.


• This list is not all-inclusive and you are expected to perform other duties as requested or assigned.

What we look for:

• 4+ years or relevant experience w/Bachelor's degree.


• 3+ years of relevant Contact Center experience; 2+ years in Intraday or RTA role within Workforce Management; Experience with various Workforce Management systems (e.g., Aspect eWFM, NICE IEX, etc.) and contact center functionality, reporting, and analytics (e.g., IVR, ACD, WFM, etc.)


• Excellent interpersonal, written, and verbal communication skills.


• Highly collaborative and solution-focused.


• Knowledge Workforce Management support for back office.


• Knowledge of Workforce Performance Analytics.


• Advanced skill in Microsoft Office applications, including Excel.


• Strong problem-solving and analytical skills.


• Ability to maintain confidentiality in a variety of matters.


• Time management and organizational skills; able to multi-task and to manage priorities and workflow.


• Ability to accurately prepare and maintain records, files, and reports.

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


• Employee well-being program


• Culture of learning: substantial tuition reimbursement to improve your skills


• Career growth: we love promoting from within


• Strong commitment to work/life balance


• Social responsibility and volunteer opportunities

#LI-EV1
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!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: @lifeatddins on Facebook and Instagram, @deltadentalins on Twitter, and Delta Dental Ins. on LinkedIn. ABOUT Delta DentalDelta 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. Apply Now