Director of Contact Center Operations

Delta Dental of Washington•Spokane, WA

About The Position

The Director of Contact Center Operations is responsible for setting and executing the strategic vision for contact center operations, ensuring the delivery of exceptional service, operational excellence, measurable business outcomes and meeting customer performance expectations. This leader oversees multi-site operations, driving performance through workforce optimization, process improvement, data-driven decision making, and technology enablement. Success is measured by the ability to exceed service-level commitments, improve operational efficiency, enhance customer satisfaction, and build a culture of accountability, engagement, and continuous improvement. A successful candidate in this role brings extensive contact center leadership experience, a strong understanding of industry best practices and regulatory requirements, and a proven ability to transform operations into a strategic asset that advances organizational goals. At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.

Requirements

Ten years in operations management with a medium to large operating company.
Significant experience in customer service, contact center technology and related software applications.
A bachelor’s degree in business or related field, or equivalent experience.
Healthcare experience, particularly relating to insurance (prefer at least 5 years).
Ability to rapidly adapt to changes in the internal and external environments.
Thorough understanding of contact center management and processes; including forecasting, scheduling and workflow management in a multi-channel environment.
Strong business/financial acumen desired with process improvement orientation.
Strong planning, forecasting, problem-solving and analytical skills.
Able to apply advanced quantitative analysis skills and a strong business sense to operational situations.
Decisive and capable of setting clear priorities while developing overall strategies to achieve formulated goals.
Highly motivated with superior leadership skills, a change-maker who can facilitate the decision-making process.
Strong client interaction skills; ability to present and interact with C-suite leaders

Nice To Haves

prefer at least 5 years of healthcare experience, particularly relating to insurance

Responsibilities

Develop and implement a strategic plan for Operations, crafted to support the enterprise strategy and desired customer experience.
Develop and successfully manage operating budgets.
Develop and manage financial targets.
Establish staff development and career enrichment opportunities for Operations Management Team to ensure an impactful team.
Build a positive work culture to reduce employee turnover.
Develop and advance relationships with key dental partners, including Clients, vendors, Member Company partners and Dental Plans Association.
Develops and presents internal and external updates to all levels of leadership.
Choose, implement, and maintain modern contact center software and tools.
Ensure strict adherence to data privacy and security rules
Use AI technologies such as machine learning, predictive analytics, and natural language processing to analyze operational data, identify inefficiencies, and recommend improvements
Lead all center activities across phone, chat, email, and social channels.
Handle complex customer escalations and service recovery.
Track key performance indicators like CSAT, First Call Resolution (FCR), and Average Handle Time (AHT).
Align customer service goals with broader company objectives.
Employ advanced principles of workflow management, inventory control, staff deployment and business process efficiencies to optimize Operations.
Leverages customer insights and data to drive continuous improvement.
Develop and maintain key performance indicators for all areas of responsibility through benchmarking and ‘best-practice’ applications to ensure quality and production standards are met.
Prioritize key Operations initiatives and work in collaboration with clients and other PBS leaders to prioritize strategic initiatives that require Operations resources.
Monitor and applies industry trends; always striving to be best in class.