Supervisor Intraday 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 Intraday Supervisor is responsible for leading the Intraday Management function within the Workforce Management (WFM) Organization. This is a working-supervisory position that is responsible for people management, governance, goal-setting input, day-to-day activities, and continuous improvement for a team of analysts. As the Intraday Supervisor, actionable insights will be focused on assessing and improving contact and agent real-time performance metrics, net staffing levels, rerouting strategies, intraday reporting, and root cause analysis.

How you will make an impact:

• Manage the day-to-day functions for Intraday Management within the WFM Organization, including coaching a team of analysts to meet/exceed goals and performing other people management duties such as interviews, performance reviews, disciplinary actions, etc.


• Build and manage a comprehensive Key Performance Indicator (KPI) threshold model for contact and agent KPIs to include corresponding action plans for staffing levels, schedule adherence, service levels, contacts in the queue, and abandonment rates.


• Enable and manage the attendance call-out and schedule exceptions processes for WFM supported business lines.


• Collaborate with the WFM Forecasting & Scheduling Supervisor regarding new intraday volume and staffing trends that could impact future forecasts.


• Support Automatic Call Distribution (ACD) routing strategies and changes within routing profiles; partner with the WFM Sr. Performance Analyst to identify agent and volume behaviors for intraday management strategies.


• Utilize intraday performance reports to provide proactive communications regarding attendance, net staffing levels, and scheduled offline events coupled with relevant action plans daily and deep-dive root cause analysis as needed.


• Enable governance and ensure compliance for best-in-class standard operating procedures (SOPs) related to intraday management for various business lines within Enterprise Operations business lines.


• Train Intraday Analysts on how to identify and recommend efficiency opportunities and track implemented recommendations on the WFM Efficiency model.


• Provide inputs for monthly and quarterly business reviews for stakeholders by collecting, analyzing, summarizing 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 relevant Contact Center and Workforce Management experience; 2+ years of experience supervising/managing Workforce Management Intraday (RTA) Analysts.


• Strong leadership skills.


• Excellent interpersonal, written and verbal communication skills.


• Knowledge of Workforce Performance Analytics.


• Ability to be highly collaborative and solution-focused.


• Advanced in Microsoft Office applications.


• Strong problem-solving and analytical skills.


• Ability to maintain confidentiality in a variety of matters.


• Time management skills with an ability to prioritize tasks; able to multi-task and to manage priorities and workflow.


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


• Knowledge of Workforce Management systems (e.g., Aspect eWFM, NICE IEX, Verint, Intradiem, QStory, etc.) and contact center functionalities, reporting, and analytics (e.g., IVR, ACD, WFM, etc.).

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