Location: Greenwood Village, CO (100% remote)

Type: Full Time

Department: Care Connection Team, Work Force Management- Operations

Experience: Experienced

Reports To: Workforce Manager

ClearChoice Dental Implant Centers are a national network of dental implant centers founded in 2005 to provide innovative dental implant care to patients across the United States. Driven by a collective desire to improve the lives of prospective patients, ClearChoice helps people reclaim their health, smile and confidence. Beyond restoring teeth, this is about people getting their lives back.

ClearChoice Management Services, LLC (CCMS) provides administrative practice management services to the ClearChoice network. We are searching for individuals who can help us continue pursuing our goal of reaching prospective patients and helping to transform their lives. When you join ClearChoice, you are joining a team of individuals with passion, conviction, and integrity whose mission is to be the Platform of Hope for those in need of our services. Come help us write the next chapter of our story!

Summary:

The Care Connection Team (CCT) Real Time Analyst & Short Term Capacity Planner will 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. This role will identify issues and opportunities that require immediate attention and will work closely with operations teams and other stakeholders to ensure effective and efficient service levels. We are seeking a tech savvy, growth oriented candidate to join our team in ensuring our patient-focused mission is always at the core of our day to day operations.

Required Experience & Skills:

● 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

Essential Functions:

● 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

● Allocates resources such as agents and queues dynamically to ensure optimal coverage during peak and off-peak hours while minimizing overstaffing during slower times

● Monitors and tracks agent adherence to schedules, taking corrective actions when necessary to maintain operational efficiency and to maintain service levels

● Collaborates closely with contact center supervisors and leaders to provide real-time updates on performance and works together to address challenges as they arise

● Maintains detailed records of real-time actions taken, performance trends, and key insights to support post-analysis and reporting

● Participates in ongoing process improvement initiatives to enhance real-time monitoring and response strategies, including the development of new tools and dashboards

● Fields Service Request handling, including PTO (Vacation, Sick, Floating Holiday, etc), LOA/FMLA coding & most Schedule Change Request needs

● Successfully produces weekly Schedules, maintaining these queues within requested Service Level Goals

● Analyzes historical and current data to make short-term adjustments to forecasting models, considering factors like seasonality, promotions, and unexpected events

● Plans Short Term Capacity (1-2 weeks out) to determine overtime offers and business strategy for all management units across CCT (Sales, Support, Spanish, Outbound, Confirmation & Comms), including tracking and reporting

● 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

● Troubleshoot basic software failures which include but are not limited to VOIP softphones, Windows, and Google Chrome

Remote Requirements:

● Must be highly proficient with computer systems, software applications, and problem solving.

● Ability to multitask through computer programs and systems comfortably in a remote office setting with dual monitors.

● Proficient with computer problem solving skills and set up.

● Secure, reliable, and dedicated high-speed internet is required to support business needs.

● Must have a dedicated, home working area with minimal distractions and no visibility to your computer screen/monitor.

● Remote positions with our team are currently available for candidates located in AL, AZ, CO, CT, FL, GA, HI, ID, IL, IA, KS, LA, MD, MA, MI, MN, MS, MO, MT, NE, NV, NH, NC, ND, OH, OK, OR, PA, SC, SD, TX, UT, VA, WA, WV, WY

Benefits of Joining Our Team

● 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

● Position is fully remote

Compensation:

Annual salary range DOE, $65,000 to $72,000