Analyst

Job Title:Call Center Call Analyst

Type:Regular Full-Time

Work Location: Hybrid Parsippany NJ US

Reports to:Director Call Center

Salary Range: $70000K - $80000K

About Us:
Delta Dental of New Jersey established in 1969 as the states largest dental coverage provider has grown over more than 50 years to serve over 1.7 million people across New Jersey and Connecticut. As part of the national Delta Dental Plans Association we connect over 75 million people with quality dental coverage through 139000 groups nationwide.

In Connecticut we operate through Delta Dental of Connecticut Inc. which writes fully insured dental coverage. In New Jersey Delta Dental of New Jersey Inc. writes fully insured and self-funded dental benefit programs. Our comprehensive offerings include managed care approved fee for service PPO and HMO-type programs as well as dental access and individual dental plans. We also offer DeltaVision in conjunction with VSP serving more than 88 million members through nearly 137000 access points nationwide.

With a team of 300 dedicated employees we remain committed to innovation and excellence in dental insurance as reflected in our Standard & Poors A rating for financial strength. Our commitment extends beyond business through the Delta Dental of New Jersey Foundation which awards nearly $1 million annually to support dental care for underserved populations educational scholarships and community programs.

Our Mission Statement is to promote oral health to the greatest number of people by providing accessible dental benefit programs of the highest quality service and value. Join our growing team and be part of an organization that values associate development promotes wellness initiatives supports diversity and provides opportunities to volunteer for causes you care about.

Benefits:

In addition to a great culture we offer excellent benefits including medical RX dental and vision life insurance short- and long-term disability spending accounts and matching 401k. We value our associates and support everyone with learning and development recognition programs active wellness and diversity initiatives tuition reimbursement and generous paid time off to recharge even paid time off to volunteer at causes that you care about. * see below for additional benefit information.

Job Summary

A Call Center Call Analyst specializes in evaluating quality customer interactions and agent performance within the customer service environment. This position focuses on analyzing call recordings and written correspondence (emails/correspondence) monitoring live calls and providing actionable feedback to improve our customer experience and overall service effectiveness. This role also collaborates with the Workforce Management Coordinator to support contact center operations in analyzing call center performance ensuring adherence to schedules in real-time and optimizing staffing to meet service level goals. The candidate should have experience in a fast-paced environment be comfortable with multi-monitor setups and have strong multitasking skills. Must be proficient with quality monitoring software and experienced in providing constructive feedback and coaching. Knowledge of workforce management software such as Verint and Genesys is preferred.

Essential Functions & Responsibilities

Analytics & Reporting

• Review and evaluate customer calls and written correspondence to assess quality compliance and adherence to company protocols
• Monitor live calls to provide real-time coaching and support to call center agents
• Help to develop best-practice quality assessment framework and standards
• Identify best practices from successful contacts and help create resources in conjunction with trainers
• Coordinate and participate in monthly or quarterly calibration sessions to ensure consistent standards
• Gather data on core contact center statistics and generate daily weekly and monthly performance reports for DDNJ customers and leadership.
• Identify trends and recommend operational improvements based on data insights.
• Identify areas of service improvement through analysis of caller feedback call recordings and interaction patterns

Collaborate closely with the workforce coordinator and training team to:

• Support real-time queue management to ensure agents are adhering to schedule and moving agents between voice and non-voice activity to optimize achievement of KPIs
• Identifying peak call periods and challenging call types that require additional support
• Share insights on productivity and efficiency metrics that impact staffing needs
• Contribute data to inform scheduling decisions and resource allocation
• Provide additional back up support when WFC is out
• Develop strategies that enhance customer satisfaction and loyalty

Tools & Systems

• Utilize Quality Management ICE and WFM software (e.g. NICE Verint) to support quality assessment and improvement.
• Work with CRM and telephony platforms to extract and analyze contact data.
• Use CCADash and call-quality software to find and analyze call trends and drivers

Other duties as assigned

Essential Qualifications

Competencies

Adaptability/Flexibility

Communication

Working proactively

Working with Others/Teamwork

Planning and reviewing

Job Knowledge

Computer Skills

Performance Focus

Problem Solving

Dependability

Knowledge Skills & Abilities

KPIs

• Call quality of 90% or higher
• ASA of 45 seconds or less
• Abandonment below 3%
• Adherence standard is 96%
• Productivity AHT <270 seconds
• Productivity - After call work time 10 seconds
• Productivity Inventory average of 10 items per hour
• Productivity Call Tracking average of 12 items per hour
• Forecast Accuracy within /- 5%
• Shrinkage management <40%

Technical and Functional

• Strong understanding of call center principles and effective communication techniques
• Experience with call recording and monitoring software
• Excellent listening skills and the ability to identify nuances in customer interactions
• Strong written communication skills for providing clear and constructive feedback
• Analytical mindset with attention to detail and pattern recognition
• Proficient in data analysis and reporting tools
• Proficient in Excel Google Sheets and reporting tools (e.g. CMS Power BI Tableau).
• Experience with WFM platforms (preferred: Verint Genesys or similar).
• Excellent multitasking skills and comfort working with multiple systems
• Strong communication and problem-solving abilities.
• Strong time management and organizational skills able to prioritize and meet deadlines

Required Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and perform close keyboard and PC work including data entry
• Ability to walk talk and hear
• Occasionally required to stand and reach with hands and arms

Working Environment

• Ability to meet attendance standards.
• Must be able to sit/stand talk and hear.
• The noise level in the work environment is usually moderate.
• This classification will be required to sign a confidentiality agreement.
• Able to work a hybrid work schedule with a minimum of 2 days per week in the Parsippany office.

Experience Education and Certifications Required

Experience Required

• 2 years of experience in a call center environment with at least 1 year in a Quality Analyst WFM or Customer Experience role.
• A minimum of one year of coaching experience
• Specific experience with customer interactions and customer surveying preferred
• Real-time monitoring and workforce optimization preferred
• Experience with schedule management and capacity planning

Required Educational Level

Other Certification

* Benefit Disclaimer:

The benefits set forth in this posting reflect DDNJs benefits policies in place at the time of posting as are made available to other similarly situated employees of DDNJ although participation is always in accordance with and subject to the eligibility and other provisions of such plans and programs. DDNJ reserves the right in its sole discretion to prospectively modify or terminate any of its benefits plans or programs at any time and for any reason to the extent permitted by applicable law. DDNJ complies with all applicable state and federal wage and hour pay equity and pay transparency laws.

Primary Location Full Time Salary Range:

In addition to salary Delta Denta of New Jerseys offerings may also include for eligible employees discretionary and formulaic incentive awards. Available offerings may vary by geographic location job level skills experience qualifications education and date of hire.

Delta Dental of New Jersey is an equal opportunity employer.

All qualified applicants will receive consideration for employment without regard to race color religion national origin ancestry sex sexual orientation gender identity national origin genetics disability marital status age veteran status domestic partner status medical condition or any other characteristic protected by law.

Delta Dental of New Jersey invites all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need reasonable accommodation please contact : .