Job posting has expired

Manager, Call Center Operations

Delta Dental of California
medical insurance, dental insurance, vision insurance, paid time off, tuition reimbursement, 401(k), employee discount
United States, Georgia, Alpharetta
April 24, 2024
JOB DESCRIPTION As a vital member of the Customer Operations leadership team, the Customer Operations Manager plays a crucial role in energizing the pulse of our inbound contact center. Tasked with propelling strategic operational objectives, this dynamic role ensures the team not only meets but surpasses service KPIs, unleashes potential through process enhancements, and elevates customer experiences. The Customer Operations Manager is also dedicated to nurturing and expanding the team's capabilities through targeted mentoring, coaching, and development initiatives. Beyond the daily operations, this role is instrumental in spearheading inter- and intra-departmental projects, fostering a customer-centric culture, and boosting employee engagement and satisfaction to new heights. RESPONSIBILITIES Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team. Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states. Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency. Works collaboratively with internal training teams to develop written training materials and coordinate training. Develops, monitors and reconciles an annual operating plan, budget, and staffing. Analyzes KPI's, systems and processes to identify trends or issues and make recommendations for better customer and employee experience. Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner. Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions. Acts as the key point of contact for responding or presenting to internal and external auditors. Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders. QUALIFICATIONS 8+ years w/Bachelor's degree; 1+ years supervisory/management 6+ years' experience in a contact center or customer service role preferred and/or a Bachelor's degree, or 1 year of supervisory/management experience Strong leadership skills. Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail. Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences. Analytic and problem-solving abilities. Strong knowledge and application of English grammar, composition, editing and proofreading skills. Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems. Negotiation and dispute resolution skills. Base Pay Information The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $69,999.72 - $146,600 ADDITIONAL INFORMATION Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes: Generous paid time off plus 12 holidays and your birthday off! Low-cost premium medical insurance options 100% paid dental and vision insurance Generous 401(k) matching and flat contribution Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually Employee LiveWell program, focusing on overall employee well-being Fertility and diabetes benefits Employee discount program: AT&T/Verizon, entertainment, travel, and more! Culture of learning: career development and tuition reimbursement Career growth: we love promoting from within Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. #LI-Hybrid ABOUT THE TEAM At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered. If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution! To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on and #LifeatDDins on and , Delta Dental Ins. on and Delta Dental Ins. on . We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country. Delta Dental is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time. Proof of eligibility to work in the United States must be provided if selected for hire. *Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York If You Are A Current Employee To Apply