Command Center Reporting Specialist

Delta Dental of Michigan•Farmington Hills, MI

1d•Remote

About The Position

Candidates must reside in Michigan within a reasonable commuting distance of our Farmington Hills, MI office for team meetings, collaborative sessions, and training. At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It’s a mindset, feeling and attitude we wrap around all that we do – from taking charge of our careers, to helping colleagues and lending a hand in the community.

Requirements

Position requires a bachelor’s degree in business administration or a related field and three years of experience analyzing, troubleshooting, or resolving system or process issues.
Position requires advanced knowledge of spreadsheets, including formulas, pivot tables, and macros, and database applications, including Access; strong analytical skills; strong organizational skills; strong verbal and written communication skills; strong attention to detail; and the ability to solve complex problems using independent judgement.

Nice To Haves

Previous experience in contact center reporting, report development, or data analytics preferred.
Will accept any suitable combination of education, training, or experience.

Responsibilities

Designs, tests, analyzes, and maintains custom and standard contact center reporting as it relates to all lines of business.
Develops new reports for operations and customer service, as requested.
Recommends performance improvement opportunities based on analysis and trends.
Supports the business performance guarantee reporting for the call center as it relates to all lines of business and completes problem reports as necessary.
Troubleshoots reporting issues, assists in root cause determination, and issues correction coordination, as necessary.
Participates in meetings, audits, trainings, and business improvement initiatives surrounding reporting, as necessary.
Leads reporting projects for the department.
Researches and recommends reporting tools for the department based on business need and requirements.
Collaborates with supervisors, trainers, managers, and director regarding process improvements and assists in identifying department training needs based on data analysis.
Tracks performance trends, issues, and inconsistencies to identify coaching opportunities.
Collaborates and communicates closely across departments to ensure data accuracy and consistency.
Trains and supports end users on departmental reporting tools, report/view set up, and answer navigation questions.
Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.