Posted On: 10-17-2013
Job Location: Orange, CA
Intraday Analyst

Job Title: Intraday Analyst Reports To: Nadia Olmos
Department: Contact Center Location: Orange, CA
Position Type: Full Time – Permanent Hours/Days: Must be available to work nights and weekends (Sundays included)
Travel Required: No
Western Dental Services, Inc., California’s largest dental services provider and one of the nation’s largest dental HMO’s, is looking for a bright, motivated, [Position].  This position requires at least [#] years of professional experience to join Western’s team.  Western Dental’s team consists of over 4,400 professionals and nonclinical employees at Western’s corporate headquarters in Orange, California and more than 300 dental clinic locations.


Actively display knowledge and understanding of key call center performance metrics such as service level, ASA, utilization, adherence, and how they relate to performance etc. by:

  • Real Time Management: This will include but is not limited to: Real Time Monitoring of multiple queues, agent changes, group changes, and various ad hoc reporting as necessary.
  • Monitoring and adjusting manual call volume allocations amongst staff to efficiently utilize staffing resources and to meet service level obligations
  • Send out reports to a company- wide audience containing the performance for the day / week / month / year including all KPI’s
  • Monitoring Interactive Intelligence reports with acceptable agent adherence to schedules
  • Create ad-hoc reporting for Senior staff as needed
  • Monitoring available reports to effectively manage the performance each call center business and/or product to acceptable results


Effectively communicate call center performance and information by:

  • Providing the business informational updates regarding the recent, current, and future performance trends;
  • Communicate on root cause analysis: what is the situation, what is being done to address the situation, when the situation started, when the situation is expected to return to normal, why the situation started and what are the long and/or short term impacts to the operation
Qualifications and Education Requirements
  • 1+ years of previous experience in a similar role
  • Understanding of basic call center metrics, processes, and practices
  • Proficient with MS Office specifically MS Excel and MS Access (intermediate to advanced)
  • Excellent quantitative analytical and problem solving skills
  • Excellent verbal and written communication skills
  • Must be self-motivated, able to work independently and as a team member
  • Ability to exercise judgment and make sound decisions under pressure
  • Ability to easily communicate with agents and all levels of management
  • Excellent prioritizing, planning and organizational skills
  • Ability to handle multiple projects and tasks simultaneously
  • Strong relationship building skills
  • Ability to adapt/openly accept changes
  • Takes accountability for decisions and actions
  • Takes an active role in personal growth and self-development
  • Must be available to work nights and weekends (Sundays included)


Contact information:
Sandra Payan