Remote Command Center Lead — Tech Administration & Reporting

Delta Dental Plan of Michigan, Inc.; United States; Remote; USD 90,000 - 120,000; Full time

Job summary

Delta Dental of Michigan, Ohio, and Indiana is seeking a Supervisor for Command Center Technical Administration and Reporting. The role focuses on supervising technical administration, reporting development, and data analysis for contact center systems.

Candidates must reside in Michigan within commuting distance of Farmington Hills for meetings and training, with remote work options as indicated. Strong leadership, communication, and project management skills are essential.

Qualifications

• Bachelor’s degree in telecommunications, business administration, or related field.
• Five years of experience in telecommunication administration, contact center administration, or workforce management in a call center.
• Experience in a senior or lead role preferred; familiarity with Genesys Cloud is a plus.

Responsibilities

• Leads, evaluates, and coordinates contact center and claims processing technical support and reporting functions.
• Develops, implements, maintains, and enforces policies for technical support and reporting functions.
• Leads design, development, testing, and support of contact center and claims processing applications and reporting solutions.
• Ensures accuracy and compliance of reporting and data with corporate standards and contract requirements.
• Analyzes performance trends and identifies improvement opportunities to enhance data quality and efficiency.
• Oversees project planning, requirements gathering, and stakeholder communication, including disaster recovery planning.
• Performs root-cause analysis for issues and coordinates corrective actions with partners and vendors.
• Interviews, hires, trains, evaluates, and develops staff.

Skills

Staff supervision

Communication skills

Project management

Data analysis

Problem solving

Education

Bachelor’s degree in telecommunications / business administration

Tools

Genesys Cloud

PBX systems

QA/WFM tools

Job description

Delta Dental of Michigan, Ohio, and Indiana is seeking a Supervisor for Command Center Technical Administration and Reporting. The role focuses on supervising technical administration, reporting development, and data analysis for contact center systems.

Candidates must reside in Michigan within commuting distance of Farmington Hills for meetings and training, with remote work options as indicated. Strong leadership, communication, and project management skills are essential.