TAG - The Aspen Group · 2 days ago
Real Time Analyst/Short Term Capacity Planner
United States
Full-time
Remote
Mid Level
$65K/yr - $72K/yrTAG - The Aspen Group is a national network of dental implant centers focused on improving the lives of patients through innovative care. The Real Time Analyst & Short Term Capacity Planner will monitor and analyze business operations in real-time, making adjustments to improve service levels and performance. This role involves collaborating with teams to ensure effective service delivery and optimizing staffing resources.
CosmeticsDentalHealth CareWellness
Responsibilities
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
Qualification
Required
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
Position is fully remote
Company
TAG - The Aspen Group
When we launched Aspen Dental, we set out to break down the barriers that made it hard for patients to keep up with their dental health — affordability, transparency, and access.
Founded in 1998
10001+ employees
H1B Sponsorship
TAG - The Aspen Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (3)
2023 (20)
2022 (16)
2021 (14)
2020 (7)
Funding
Current Stage
Late StageLeadership Team
Bob Fontana
Chairman and CEO
Wendy Gao
Chief of Staff to the CEO
Recent News
2026-01-22
Company data provided by crunchbase