Job Information
Delta Dental of Iowa Operations Manager - Contact Center in Johnston, Iowa
Operations Manager - Contact Center
Johnston, IA (http://maps.google.com/maps?q=9000+Northpark+Drive+Johnston+IA+USA+50131)
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Job Type
Full-time
Description
Come Smile with Us!
Are you a skilled leader with a passion for optimizing operations and delivering exceptional quality service? Delta Dental of Iowa is seeking an experiencedOperations Manager - Contact Centerto oversee the daily operations and performance of our customer service contact center, supporting both Commercial and Government Program members and providers. In this role, you will be responsible for ensuring operational efficiency, maintaining high service quality, and optimizing processes for both internal and external stakeholders. You will own contact system management and reporting for Operations teams. In a highly collaborative environment, you will provide oversight, guidance, and mentorship to self-managed teams, ensuring the delivery of accurate, timely, and high-quality service. If you are a results-driven leader with a passion for operational excellence, we invite you to apply for this opportunity and make a meaningful impact. This position is located in Johnston, Iowa.
Why Delta Dental of Iowa?
For your smile. For your health. For your community.
At Delta Dental of Iowa, we’re more than just a dental and vision insurance company. Improving health and wellness is at the center of everything we do. As a not-for-profit, we aim to build stronger communities by investing in actions that promote and improve health. Delta Dental of Iowa invests 40% of our dollars directly back into the communities we serve.
Come see why we are passionate about "Bringing Smiles" to our customers. Our team enjoys competitive pay and benefits, an awesome "One Team" approach, and a company culture that fosters "Exceptional Quality Service" and "Leadership at All Levels." Together, we can make a difference – not only in Iowa but across the country.
Essential Functions and Principal Accountabilities:
Provide effective leadership of the customer service and front-line claims staff to ensure processes are performed in an efficient, high quality, accurate and timely manner.
Encourage a team-oriented environment focused on the maximization of staff skills and abilities and the achievement of the company goals and objectives.
Hire, train, develop, and lead a team of employees who are highly motivated and focused on timely and high-quality results for stakeholders.
Track and monitor daily workload to ensure customers, stakeholders and internal operations expectations are met.
Development, analysis and management of metrics to ensure staff and processes are performing as established and in a manner that enables the achievement of company goals and objectives. Prepare and present regular performance reports to leadership, highlighting achievements, challenges and action plans.
Establish workflows, practices, and standards to ensure that ongoing support is provided to meet exceptional, cost effective, quality services to customers.
Collaborate with Technology team and other departments to ensure that the contact center technology (CRM systems, Telephone systems, IVR, etc.) is efficient and up to date. Identify opportunities to leverage new technologies or tools to improve contact center performance.
Track and adhere to our Government Program Service metrics and collaborate with our Government Program team on reporting and audits.
Continuously improve the operations processes and policies in support of the organization’s mission and values.
Establish and maintain effective relationships with external vendors and partners to ensure Company business requirements are met while providing optimal service levels to stakeholders.
Active participation in strategic planning and the development of tactical initiatives to achieve company goals.
Develop the operating budget and monitor operating expenses for areas of responsibility to allow Delta Dental to be competitive on administrative costs.
Initiate communication with leadership related to any issues impacting Delta Dental systems and operations, including potential solutions.
Job requires confidentiality about information acquired in carrying out the job functions.
Perform other duties as assigned.
Requirements
Bachelor’s degree in business, management, communications, or relevant field or equivalent experience required.
5-10 years of supervisory or management experience as a contact center manager or in a similar leadership role, or experience in insurance or financial services production/processing environment.
Proven ability to mentor and motivate staff.
Strong focus on delivery of customer centric services. Proficiency in contact center technologies and a strong understanding of contact center metrics and analytics.
Knowledge and experience in organizational effectiveness and operations management.
Proven team leadership skills with emphasis on delegation, accountability and team results.
Proven analytical and problem-solving skills and experience working and leading successfully in a visible, data-driven environment.
Excellent computer skills, proficient in Excel, Word, Outlook, and Teams, and experience working in an automated workflow environment.
Excellent written and verbal communication skills to be used internally at all levels and externally with customers, vendors and agents.
Strong collaboration and relationship building skills with peers, leadership, staff, and external stakeholders.
Ability to multi-task and to manage workloads to achieve established deadlines.
Competency in advanced math skills.
Ability to look at situations from multiple points of view.
Dental or insurance industry experience preferred.
Delta Dental of Iowa is an Affirmative Action and Equal Opportunity Employer committed to providing equal employment opportunity for all persons without unlawful regard of race, color, religion, sex, sexual orientation, gender identity, age, national origin, individuals with disabilities, protected veteran status, or any other legally protected basis.
EEO/AA Poster (https://www.dol.gov/sites/dolgov/files/OFCCP/regs/compliance/posters/pdf/22-088_EEOC_KnowYourRights-ScreenRdr.pdf)