Remote Command Center Lead – Tech Admin & Reporting

Delta Dental Plan of Indiana, Inc.; Farmington Hills (MI); Remote; USD 80,000 - 110,000; Full time

Job summary

Delta Dental of Michigan, Ohio, and Indiana is seeking a Supervisor for Command Center Technical Administration and Reporting in a fully remote role, with required residency in Michigan for occasional in-person meetings and training.

The role oversees technical administration and reporting for contact center and claims processing, drives policy development, and coordinates staff. It requires a bachelor’s degree and 5+ years in relevant telecom/CC domains.

Qualifications

• Bachelor’s degree in telecommunications or related field.
• 5 years in telecommunication administration or contact center operations.
• Familiarity with PBX, telecommunication networks, and contact center systems (reporting, ACD, IVR, QA, WFM).

Responsibilities

• Plans, organizes, and supervises command center technical administration and reporting functions.
• Leads the design, testing, and support of contact center and claims processing applications and reporting solutions.
• Develops and enforces policies, procedures, guidelines, and standards for technical support and reporting.
• Oversees disaster recovery and business continuity planning for supported systems.
• Interviews, hires, trains, and develops staff to meet department goals.

Skills

Telecommunication administration

Contact center operations

Workforce management

Education

Bachelor’s degree in telecommunications or related field

Job description

Delta Dental of Michigan, Ohio, and Indiana is seeking a Supervisor for Command Center Technical Administration and Reporting in a fully remote role, with required residency in Michigan for occasional in-person meetings and training.

The role oversees technical administration and reporting for contact center and claims processing, drives policy development, and coordinates staff. It requires a bachelor’s degree and 5+ years in relevant telecom/CC domains.