Director, Call Center Operations

Delta Dental of New Jersey, located in Parsippany NJ, an acknowledged leader providing our communities with dental insurance programs of the highest quality, is currently seeking a leader of our call center operations. This position requires an experienced and dynamic professional who can assume the role of Director of Call Center Operations. The successful candidate will be instrumental in helping to develop a modern call center, overseeing management of the call Center Operations Department of a 40+ dedicated call center agents team within a union environment and 5 supervisors. This position will also oversee quality assurance, agent training, workforce management and telephony applications. The primary focus of this position is to optimize efficiency, enhance customer experience, and drive strategic initiatives to elevate the overall performance of the call center.

The Leader, Call Center Operations is responsible for ensuring an exemplary, frontline customer experience for our customers (members, providers, DDWI and brokers) that meets or exceeds SLA’s and metrics. This position will routinely interface and partner strategically with internal stakeholders, external vendor partners to ensure that our customers receive a seamless and white glove experience in every transaction and that internal customers have current, comprehensive, and consistent information to support their customers. The Leader, Call Center Operations works with internal partners to obtain, track, and manage meaningful data, and create efficient workflows. This position coaches and leads a call center team of supervisors to grow, develop and lead frontline associates to optimum performance, and to create a bench of prepared successors. Additionally, this leader is responsible for the achievement of short and long-term goals and process improvements to achieve service levels and continuously enhance the functionality and cost effectiveness of the department.

This leader will be characterized by an authentic, down-to-earth style with no inclination toward high ego or office politics. He/she will bring high integrity and high energy, and will operate in a collaborative, team-oriented way.

We offer a competitive compensation package including medical, dental, Rx and vision, matching 401k, enhanced tuition reimbursement, long and short term disability, life insurance, and ample time away from work to support strong work-life balance. Come join an organization that recognizes the value of our employees, and get your smile on.

Essential Functions & Responsibilities

1. Leadership and Strategic Planning:

1. Develop and implement strategic plans to optimize call center performance and align with organizational goals and SLA of key accounts.
2. Provide visionary leadership to the call center team, fostering a culture of excellence, innovation, and continuous improvement.
3. Collaborate with executive leadership to align call center strategies with overall business objectives.
4. Execute the strategy, oversee, and manage departmental processes, ensuring they are in compliance with all contracted service levels and are performed in an accurate, timely manner with the highest quality standards while optimizing resources and cost

1. Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.

1. Operational Excellence:

1. Lead supervisory team to oversee day-to-day operations, ensuring seamless and efficient call center activities.
2. Utilizing data, implement and enhance operational processes, workflows, and technologies to improve productivity and customer satisfaction.
3. Monitor and analyze key performance indicators (KPIs) to identify trends, address issues, and drive performance improvements to success
4. Develop and initiate ongoing workforce planning strategies to meet the business needs

1. Issue Resolution

1. Possess an advanced understanding of all client requirements and convey expectations clearly to team members, changes, and requirements to management. Will develop, revise, and implement internal processes that meet all obligations.

1. Team Management:

1. Lead, mentor, and develop supervisory team promoting a positive and collaborative work environment aligned to Delta Dental of NJ Core Values.
2. Provide constructive feedback and support professional growth, development, and engagement.
3. Foster a strong sense of teamwork and cohesion among team members.

1. Technology Integration:

1. Stay abreast of emerging technologies and trends in call center solutions, recommending and implementing innovative tools to enhance efficiency and customer service resulting in an exemplary customer experience.
2. Collaborate with the IT department to ensure seamless integration and optimal functionality of call center systems.

1. Quality Assurance:

1. Regularly review and enforce quality assurance processes to maintain high standards of customer service leading to meeting/exceeding SLA’s and metrics
2. Implement training programs to enhance the skills and knowledge of call center agents and supervisors.

1. Customer Experience Enhancement:
   1. Champion initiatives that prioritize and enhance the overall customer experience.
   2. Work closely with Marketing and Sales teams to address customer feedback and improve satisfaction levels.

1. Executing for Results

• Able to set clear and challenging goals while committing the organization to improved performance, tenacious and accountable in driving results.

• Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations.

• Often seeks data and input from others to foresee possible unintended circumstances from decisions

• A leader who is viewed by others as having a high degree of integrity and forethought in his/her approach to making decisions; the ability to act in a transparent and consistent manner while always considering what is best for the organization.

Essential Qualifications

DDNJ Competencies

Leadership

Accountability

Communication

Customer Focus

Conflict Management

Strategic Decision Making & Planning

Problem Solving-Analysis

Managerial Courage

Result-Driven Execution

Change Management

Knowledge, Skills & Abilities

Technical and Functional

• Ability to exceed customer expectations and provide best in class customer experience
• Strong working knowledge and understanding of call center operational functions, including IVR technology, forecasting, metrics and other contact center software
• Demonstrated success in leading a team, including influencing, negotiating, motivating and fostering a cohesive, collaborative high functioning team
• Excellent technical skills, including MS Office Suite, and the ability to learn new systems and software
• Strong business acumen & ability to think and execute responsibilities strategically
• Excellent time management and organization/planning skills
• Strong attention to detail and analytical orientation
• Ability to handle multiple priorities/tasks simultaneously and with composure
• Excellent judgment skills and ability to identify and execute business-based decisions
• Ability to handle and resolve stressful interactions with composure
• Excellent listening and communication skills, both verbal and written

Required Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to sit and perform extensive close keyboard and PC work
• Ability to walk, talk or hear
• Occasionally required to stand and reach with hands and arms

Working Environment

• Ability to meet deadlines and attendance standards.
• The noise level in the work environment is usually moderate.
• This classification will be required to sign a confidentiality agreement.

Experience, Education and Certifications Required

Experience Required

• At least 6-10 years’ experience managing similar operations in the health insurance industry. Dental, vision experience preferred.
• Insurance and claims knowledge preferred
• Expertise in contact center applications including IMS, CRM and telephony
• Skilled in managing projects and business process optimization initiatives

Required Educational Level

• Bachelor’s degree preferred; related business experience in lieu of formal education will be considered