Delta Dental of Michigan, Ohio, and Indiana is a leader in dental benefits, plus so much more.
We improve oral health through benefit plans, advocacy and community support, and our corporate giving builds healthy, smart, vibrant and inclusive communities. We devote our time, talents and financial resources to improve oral and overall health, and we invest in initiatives that support youth, education, workforce and economic development.
We are a force for good--part of the reason why employees find working at Delta Dental fulfilling.
Delta Dental companies nationwide comprise the Delta Dental Plans Association, which provides coverage to more than 80 million Americans and operates two of the nation's largest networks of participating dentists.
For more, visit www.deltadentalmi.com and www.buildingbrighterfutures.com, and apply online at www.deltadentalmi.com/careers.
Job Summary: Manages the activities of the Customer Service contact center to ensure that departmental goals and objectives are met.
Primary Job Responsibilities:
1. Leads, evaluates, recommends and enforces policies, procedure, guidelines and standards of operation; Develops and creates departmental policies, procedure, goals, objective and strategies to support corporate objectives; evaluates and prioritizes day to day workflow and activities to ensure operational effectiveness and continuous improvement of programs and services, including resolving workflow issues with other departments and locations.
2. Samples, compiles, and analyzes data to determine compliance with quality and performance standards and prepares and distributes reports for management and quality control.
3. Responsible for team building, leading change and organizational learning; performs daily analysis of Key Performance Indicators (KPI) and metrics, real-time monitoring, agent performance levels and processes to identify and recommend areas of improvement.
4. Evaluates individual employee performance by monitoring real-time behaviors and analyzing historical reporting data and provides feedback, recognition and coaching to continuously improve employee performance; Evaluates and conducts formal appraisal sessions for specialized staff.
5. Collaborates with quality assurance, training, and Workforce management on trends identified through inquiry content, tracking and volume that require coaching and advanced training of the customer service department.
6. Administers and enforces collective bargaining agreement.
7. Leads team efforts in designing, developing, testing and evaluating the implementation of new program and service initiatives.
8. Interviews, hires, trains, evaluates, manages and develops staff in order to ensure accountability for achievement of departmental goals and objectives.
Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.