Remote Command Center Tech Admin & Reporting Lead

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

Benefits offered by this job

Medical, dental and vision coverage

401(k) savings plans

Tuition reimbursement

Annual incentive program

Volunteer time off

Health coach and personal trainer

Job summary

Delta Dental of Michigan, Ohio, and Indiana seeks a Supervisor to oversee Command Center technical administration and reporting, ensuring timely support for contact center and claims systems. The role requires leadership, data analysis, and project coordination across teams.

You will guide reporting development, validate data accuracy, and coordinate with vendors and internal partners. Position involves on-call duties and occasional travel, with Michigan-based residency required for meetings.

Qualifications

• Bachelor's degree in telecommunications, business administration, or a related field and five years of experience in telecommunication administration or call center environments.
• Previous experience in a senior or lead role and/or with Genesys Cloud preferred.
• Knowledge of PBX architecture, contact center systems, and reporting tooling; strong communication and organizational skills.

Responsibilities

• Leads contact center technical support and reporting functions and assignments.
• Develops, maintains, and enforces policies and standards for support and reporting.
• Oversees design, testing, and delivery of contact center and claims reporting applications and data.
• Analyzes performance trends and identifies improvements to data quality and efficiency.
• Manages technology projects, planning, testing, training, and stakeholder communication.
• Oversees disaster recovery and business continuity for supported systems.
• Performs root-cause analysis and coordinates corrective actions with partners and vendors.
• Interviews, hires, trains, and develops staff to meet departmental goals.
• Maintains relationships with customers, affiliates, and vendors.
• Participates in short- and long-term strategic planning and budgeting.
• Performs other related duties as assigned.

Skills

Verbal and written communication

Analytical and organizational skills

Multitasking and prioritization

Independent judgment

On-call support ability

Education

Bachelor's degree in telecommunications

Bachelor's degree in business administration

Related field

Tools

Genesys Cloud

Job description

Delta Dental of Michigan, Ohio, and Indiana seeks a Supervisor to oversee Command Center technical administration and reporting, ensuring timely support for contact center and claims systems. The role requires leadership, data analysis, and project coordination across teams.

You will guide reporting development, validate data accuracy, and coordinate with vendors and internal partners. Position involves on-call duties and occasional travel, with Michigan-based residency required for meetings.