Job Details

Description

Are you a highly organized, detail-oriented professional who thrives in a fast-paced environment? As a Workforce Analyst I, you will be responsible for managing schedules, monitoring and adjusting real-time staffing levels within the Contact Center to ensure optimal coverage and service levels. You'll track call volume patterns, agent availability, and queue performance while making strategic recommendations to balance workloads effectively. Additionally, you will collaborate with leadership and team members to identify trends, anticipate scheduling needs, and respond swiftly to unplanned changes.

Beyond real-time monitoring, this position provides essential support to the Workforce Analyst II and Senior Workforce Analyst, assisting with reporting, data analysis, and process improvements. You will play a key role in maintaining operational efficiency, ensuring tasks are completed promptly, and contributing to workforce planning strategies that drive performance.

At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.

The pay range for this position In Western Washington varies between $46,575.00 – $68,425.00, and for Eastern Washington varies between $45,083.00 - $66,233.00. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.

Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.

• Continuously track service levels across calls, messaging, and email to ensure performance targets are met.
• Monitor key metrics such as adherence, average handle time (AHT), and other KPIs to optimize contact center operations.
• Identify and report abnormal spikes or drops in performance to leadership and Workforce Management (WFM) team members.
• Make immediate schedule adjustments to address unexpected volume fluctuations.
• Identify and manage coverage gaps due to absences.
• Communicate real-time adherence or performance concerns with supervisors to ensure timely interventions.
• Track and support adherence in real time, escalating recurring or critical issues to supervisors.
• Conduct post-day reviews of adherence logs to identify coaching opportunities for agents.
• Verify the functionality of system dashboards, alerts, and real-time monitoring tools (Verint/Genesys) to ensure smooth operations.
• Troubleshoot minor technical issues and escalate to IT or senior WFM team members when needed.

Experience, skills, and education do you need to have to succeed in the position: The requirements listed below are representative of the knowledge, skill, and/or ability required to successfully perform the essential functions of the position.

• At least one year of experience in a call/contact center environment preferred, with a solid understanding of call center technologies, reporting methodologies, and workforce management tools for forecasting and scheduling.
• Strong analytical skills with the ability to assess data, adapt to changing demands, and make quick, informed decisions that directly impact customer service and employee productivity.
• Proficiency in Microsoft Office Suite, including Windows, Word, Excel, and Teams, to effectively manage schedules, analyze performance, and generate reports.
• Excellent time management and organizational skills, ensuring deadlines are met while balancing multiple priorities in a fast-paced environment.
• Ability to thrive in a team-based environment, collaborating with colleagues while also being self-directed and highly motivated in independent tasks.
• Knowledgeable and responsible use of digital communication tools, including Microsoft Teams, SMS, Live Chat, Zoom, and other telecommunications platforms.
• Familiarity with digital customer service platforms, including website navigation, IVR systems, and other electronic service tools.
• Strong verbal and written communication skills, ensuring clear and effective interactions with team members, leadership, and external stakeholders.

Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

We are committed to the highest standards of information security and HIPAA compliance, ensuring the confidentiality, integrity, and protection of all data. All staff are expected to support this commitment by following relevant policies.

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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