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.
RESPONSIBILITIES
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.
QUALIFICATIONS
4+ 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
Knowledge of ACD routing WFM for back-office and/or Workforce Performance Analytics a plus
Knowledge of Business Intelligence (i.e. Tableau) and querying languages (i.e. SQL) a plus
ADDITIONAL INFORMATION
Rewards to make you smile! We don’t just want to make our customers happy – we want to give our employees a reason to smile too. Delta Dental’s comprehensive benefits package includes:
Generous paid time off plus 12 holidays and your birthday off!
Low-cost premium medical insurance options
100% paid dental and vision insurance
Generous 401(k) matching and flat contribution
Social responsibility and volunteer opportunities including 16 paid volunteer hours annually
Employee LiveWell program focusing on overall employee well-being
Fertility and diabetes benefits
Employee discount program: AT&T/Verizon entertainment travel and more!
Culture of learning: career development and tuition reimbursement
Career growth: we love promoting from within
Pursuant to the San Francisco Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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ABOUT THE TEAM
At Delta Dental our success is only as strong as the people who execute it! We take enormous pride in being the nation’s most recognized and widely-used provider of dental insurance – and we’ve come this far by living our core values of innovation excellence service and trust. Our vision is to motivate and empower every employee so that we’re all inspired to take exceptional care of our customers providers and ourselves. We believe in integrity accountability collaboration and giving every employee equitable opportunity for their voice to be heard and development to be fostered.
If you’re excited about the prospect of transforming the future of health care and growing in your career join our smile revolution!
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: Delta Dental Ins. on Facebook and Instagram #LifeatDDins on Facebook and Instagram Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn .
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 is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race color religion creed national origin ancestry citizenship status sex (including pregnancy) sexual orientation gender or identity expression age disability marital status medical status veteran status or any other status protected under federal state or local 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.
Unfortunately our Delta Dental Enterprise is unable to hire individuals residing in Alaska North Dakota Nebraska Hawaii Oklahoma Vermont Maine West Virginia New Hampshire Wyoming Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
Delta Dental* has enacted a COVID-19 vaccination policy to protect all employees and the communities we serve due to the ongoing impacts of the COVID-19 pandemic. Accordingly we require all employees to be fully vaccinated for COVID-19. Are you able to comply with our policy of being fully vaccinated by your start date if an offer is made or have a medical or sincerely held religious exemption for receiving a COVID-19 vaccine? Failure to comply with our policy and submit proof of compliance or receive approval for a valid medical or sincerely held religious belief exemption prior to your start date will nullify any offer of employment extended to you.
Delta Dental includes: Delta Dental of California Delta Dental Insurance Company Delta Dental of Pennsylvania and Delta Dental of New York
