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Scheduling Analyst at Delta Dental of California in Mechanicsburg, Pennsylvania

Posted in Other 30+ days ago.





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 Scheduling Analyst is a key player supporting the Scheduling practice within the Workforce Management (WFM) Organization. Scheduling Analysts proactively provide and maintain optimal schedules, shift-bids, time-off management, and offline planning. This position includes cross-functionality with Performance Analytics, Forecasting, and Intraday Management practices within the WFM Organization.

How you will make an impact:


  • Manage and optimize Enterprise Operations staff short- and long-term schedules based on forecasted requirements and schedule governance criteria for front and back-office business lines; account for and manage shift bids, vacation rounds, time-off requests, shrinkage etc.

  • Execute monthly schedule runs with all variables provided by Enterprise Operations.

  • Provide creative schedule options as permitted by schedule governance criteria and Operations.

  • Utilize performance analytics tools and historical data trends to identify agent behaviors for future schedule scenarios, shrinkage management, and optimized offline planning strategies for front and back-office functions for business lines.

  • Provide proactive communication and illustration of offline events and net staffing levels on a monthly and weekly basis.

  • Ensure work rules within the WFM system for time-off approval and decision automation is updated.

  • 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:


  • 2+ years of relevant experience w/Bachelor's degree.

  • 2+ years of Workforce Management experience specific to Scheduling in a multi-skilled environment; 1+ years of Workforce Management experience specific to Forecasting and Intraday Management; Experience with Workforce Management systems (e.g., Aspect eWFM, NICE IEX, etc.) and contact center functionality, reporting, and analytics (e.g., IVR, ACD, WFM, etc.)

  • Excellent written and verbal communication skills.

  • Knowledge of scheduling best practice for back-office business lines.

  • Ability to be highly collaborative and solution-focused.

  • Proficient in Microsoft Office applications, including Excel.

  • Professional approach, good judgment, creative problem-solver.

  • Strong problem-solving, critical thinking, 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.
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