Supervisor, Command Center Technical Administration and Reporting

Delta Dental of Michigan•Farmington Hills, MI

15h•Remote

About The Position

Plans, organizes, and supervises Command Center technical administration and reporting activities, including contact center application support, reporting development and validation, data analysis, and issue resolution, to ensure corporate goals and objectives are met. The role supports contact center and claims processing technologies and reporting for Delta Dental of Michigan and its affiliates. Candidates must reside in Michigan within a reasonable commuting distance of the Farmington Hills, Michigan office for team meetings, collaborative sessions, and training. The position is fully remote, with occasional travel potentially required to other work locations and training facilities. The role requires on-call support 24 hours a day, seven days a week.

Requirements

Bachelor’s degree in telecommunications, business administration, or a related field.
Five years of experience in telecommunication administration, contact center administration, or workforce management in a call center.
Knowledge of PBX architecture, telecommunication network services, and contact center systems, such as reporting, ACD, call routing capabilities, IVR, QA, and WFM.
Proficiency with word processing and spreadsheet applications.
Strong verbal and written communication skills.
Strong analytical and organizational skills.
Ability to manage multiple assignments with competing deadlines.
Ability to resolve complex problems using independent judgment.
Ability to provide on-call support 24 hours a day, seven days a week.
Must reside in Michigan within a reasonable commuting distance of the Farmington Hills office for meetings, collaborative sessions, and training.

Nice To Haves

Previous experience in a senior or lead role.
Experience using the Genesys Cloud application suite.

Responsibilities

Lead, evaluate, and coordinate contact center and claims processing technical support and reporting functions and assignments.
Develop, implement, maintain, and enforce policies, procedures, guidelines, and standards for technical support and reporting functions.
Lead the design, development, implementation, testing, troubleshooting, administration, and support of contact center and claims processing applications, reporting solutions, hardware, and software for Delta Dental of Michigan and its affiliates, as assigned.
Lead the design, testing, validation, analysis, maintenance, and delivery of contact center and claims processing reporting and data, ensuring accuracy, consistency, and compliance with corporate standards, contract requirements, performance guarantees, and other goals and objectives.
Analyze performance trends, processes, reporting needs, and technology; identify root causes and improvement opportunities; and recommend changes to improve data quality, employee performance, and operational efficiency.
Lead departmental technology and reporting projects, including requirements gathering, planning, implementation, testing, training, and stakeholder communication.
Oversee disaster recovery and business continuity planning for supported systems and applications.
Lead troubleshooting and root-cause analysis for end-user, application, system, data, and reporting issues; coordinate corrective actions with internal partners and vendors; escalate issues as necessary; and validate solutions.
Interview, hire, train, evaluate, supervise, and develop staff to support accountability for departmental goals and objectives.
Develop and maintain relationships with customers, affiliates, business partners, vendors, and internal contacts.
Participate in developing short- and long-term strategies, goals, and objectives, and monitor the department's annual budget.
Perform other related assigned duties as necessary to complete the primary job responsibilities.