Supervisor Forecasting and Scheduling at Delta Dental of California in Mechanicsburg, Pennsylvania

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 Forecasting & Scheduling Supervisor leads the Forecasting, Scheduling, and Performance Analytics functions within the Enterprise Workforce Management (WFM) Organization for front office and back office business lines. This is a working-supervisory position that is responsible for people management, governance, goal-setting input, day-to-day activities, and continuous improvement of a team of analysts. This position will partner with people and teams across Enterprise Operations and other functional areas to identify actionable insights and work to implement solutions geared toward operational and financial optimization related to forecasting, scheduling, performance analytics.

How you will make an impact:

• Manage the day-to-day functions for Forecasting, Scheduling, and Performance Analytics within the Workforce Organization, aligning with the strategic business goals of the Enterprise.


• Works to support a team of analysts in establishing a statistical forecast model for workload and staffing requirements, including forecast vs. actual trends, and forecasting for trend changes due to seasonal variations and other operational variables.


• Partner with Enterprise Operations, Talent Acquisitions, and People teams monthly to ensure all variables are included in workload forecasts, staffing models, and schedule runs.


• Utilize performance analytics tools to identify agent and volume behaviors for future forecast and schedule scenarios and recommend action items to drive efficiencies.


• Ensure governance and compliance for best-in-class standard operating procedures (SOPs) related to forecasting, scheduling, and performance analytics for front and back-office business lines.


• Train the Forecasting, Scheduling, and Performance Analysts on how to identify and recommend efficiency opportunities; track implemented recommendations on the WFM Efficiency model.


• Perform people management duties for a team of analysts, to include leading interviews, performance reviews, coaching, disciplinary actions, etc.


• Oversee inputs for monthly and quarterly business reviews for stakeholders by leading the collection, analysis, and summarizing of data to drive continuous improvement.


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

What we look for:

• 5+ years as IC w/Associate's degree; 0+ years supervisory.


• 3+ years of Workforce Management experience, specific to Forecasting and Scheduling; 2+ years of experience leading a team of Workforce Management Analysts.


• Knowledge of Workforce Performance Analytics and Workforce Management Systems (e.g. Aspect eWFM, NICE IEX, Verint, Intradiem, QStory, etc.)


• Knowledge of contact center functionality, reporting, and analytics (e.g., IVR, ACD, WFM, etc.)


• Excellent interpersonal, written, and verbal communication skills.


• Highly collaborative and solution-focused.


• Strong analytical and problem-solving skills.


• Advanced in Microsoft Office applications.


• Ability to maintain a professional approach and exercise good judgment in a variety of situations.


• Ability to maintain confidentiality in a variety of matters.


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


• Ability to educate and partner with stakeholders on the nuances of WFM support.


• 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