Real Time Analyst – Short Term Capacity Planner
ClearChoice Dental Implant Centers
full-time
Posted on:
Location Type: Remote
Location: Colorado • United States
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Salary
💰 $65,000 - $72,000 per year
About the role
- Monitor and analyze business operations in real-time, making adjustments and recommendations to improve service levels, staffing, and overall performance up to 2 weeks in the future
- Identify issues and opportunities that require immediate attention and work closely with operations teams and other stakeholders to ensure effective and efficient service levels.
- Continuously monitor real-time contact center metrics, including call volumes, chat volumes, agent availability, and service level adherence
- Set up and manage real-time alerts for deviations from established performance thresholds. Responds promptly to these alerts to mitigate any potential issues
- Allocate resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times
- Monitor and track agent adherence to schedules, taking corrective actions when necessary to maintain operational efficiency and to maintain service levels
- Collaborate closely with contact center supervisors and leaders to provide real-time updates on performance and works together to address challenges as they arise
- Maintain detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting
- Participate in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards
- Analyze historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events
- Act as an agent support specialist, advising and solving for day-to-day operational requests including but not limited to workforce management, technical support, payroll adjustments, and time off requests
Requirements
- Proven experience in real‑time monitoring and analysis
- Prior experience in process optimization and workflow management
- Strong analytical thinking and attention to detail
- Excellent decision‑making skills in fast‑paced environments
- Proficiency in data analysis tools and software
- Knowledge of industry‑standard real‑time monitoring technologies
- Ability to work collaboratively with diverse teams and stakeholders
- Strong communication skills to convey complex data insights effectively
- Ability to adapt, shift priorities, and manage multiple tasks simultaneously
- Ability to work with a variety of learning and communication styles
- Advanced Excel proficiency, including experience with formulas, pivot tables, VLOOKUP/XLOOKUP, conditional logic, data modeling, and creating dynamic dashboards to support short‑term capacity planning
- Basic understanding of CCT software, computer troubleshooting, and hardware installation; experience with inContact, Salesforce, and Microsoft a plus
- Able to work effectively in a remote environment
- Workforce Management experience is a plus
Benefits
- Medical, dental & vision benefits
- Options for Flexible Spending Accounts and Health Savings Accounts.
- 401K Investment Plan with employer match after 12 months of employment
- Company paid holidays and paid time off/vacation
- Thorough and intensive new hire training program and ongoing training and coaching
- Phenomenal culture committed to supporting our employees to change the lives of those we serve
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
real-time monitoringdata analysisprocess optimizationworkflow managementadvanced ExcelCCT softwareinContactSalesforcedynamic dashboardscapacity planning
Soft Skills
analytical thinkingattention to detaildecision-makingcollaborationcommunicationadaptabilitymultitaskingproblem-solvingstakeholder engagementoperational efficiency