Manager Customer Operations

Delta Dental•Rancho Cordova, CA

About The Position

As a key role in the Customer Operations leadership team, the Customer Operations Manager is responsible for the day-to-day operations of inbound contact center. This includes driving strategic operational goals, ensuring the team meets or exceeds service KPI's, identifying opportunities for improved process or customer experience, and mentoring, coaching and developing the team. This role will also be responsible for participating in inter- and intra-departmental projects and driving a culture that places the customer in the center and promotes employee engagement and job satisfaction.

Requirements

8+ years w/Bachelor’s degree; 1+ years supervisory/management
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.

Nice To Haves

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

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.