Manager Customer Operations - Contact Center

JOB DESCRIPTION

As a vital member of our Customer Operations leadership team, the Customer Operations Manager will take charge of leading the daily operations of our inbound contact center. This role is all about steering strategic initiatives, ensuring our team not only meets but surpasses service KPIs, and continuously uncovering ways to enhance processes and elevate the customer experience. You'll have the opportunity to mentor, coach, and grow your team, playing a pivotal role in their professional development. Additionally, you'll engage in cross-functional projects, driving a customer-first culture that prioritizes employee engagement and job satisfaction, making a lasting impact on both our team and our customers.

This is a hybrid role out of our Rancho Cordova Office.

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 contact center experience; 1+ years supervisory/management experience.
• Bachelors degree, or additional experience in lieu of degree.
• 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.
Pay Grade 20. $71,400 - $149,500

ADDITIONAL INFORMATION

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Please note, Delta Dental will not sponsor applicants for work visas for this position.

#LI-Hybrid

ABOUT THE TEAM

At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building equitable programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.

We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.

Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us!

Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.

The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.

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, District of Columbia (Washington D.C.) 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 Click Here To Apply

Location: Rancho Cordova, CA, US

Posted Date: 11/5/2024