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Senior WFM Performance Analyst at Delta Dental of California in rancho cordova, California

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 Senior Workforce Management Performance Analyst plays a key role in the Performance Analytics practice within the Enterprise Workforce Management (WFM) Organization. This position is responsible for evaluating performance and outcomes by pulling data, conducting analysis, identifying irregularities, and recommending efficiency opportunities for front and back-office business lines, and includes cross-functionality with Forecasting, Scheduling, and Intraday Management practices within the WFM Organization.

How you will make an impact:


  • Responsible for the performance analytics function end-to-end, including but not limited to, contact performance analysis, agent behavior analysis, back-office data analytics, and root-cause analysis for WFM supported business lines.

  • Develop solutions for alternative practices to drive efficiencies for Enterprise Operations and facilitate recommendations to all levels of leadership through reports and presentations.

  • Work to support the strategic direction for Performance Analytics within the Workforce Organization, aligning with the strategic business goals of the Enterprise through utilization of performance analytics tools.

  • Partner with WFM Forecasting and Scheduling Analysts regarding findings and provide recommendations.

  • Conduct deep-dive analysis and root-cause analysis and use findings to recommend corrective actions.

  • Execute strategic initiatives to drive cost savings for WFM supported business lines and provide inputs for the WFM Efficiency model.

  • Partner with stakeholders and complementary departments (e.g., IT, Telecom, Reporting, etc.) regarding efficiency opportunities.

  • 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:


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

  • 3+ years of experience contact center data reporting and data analytics; 3+ years of Workforce Management experience specific to Forecasting and Scheduling.

  • Excellent interpersonal, written, and verbal communication skills.

  • Highly collaborative and solution-focused.

  • Advanced skillset in data analytics.

  • Advanced in Microsoft Office applications.

  • 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.

  • Knowledge of contact center software platform functionality (e.g., IVR, ACD, CRM, etc.) and various Workforce Management systems (e.g., Aspect eWFM, NICE IEX, etc.)

  • Ability to educate and partner with stakeholders on the nuances of Performance Analytics.

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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