Supervisor, Command Center Technical Administration and Reporting

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

Job Title

Supervisor, Command Center Technical Administration and Reporting

Number of Positions: 1

Location: Farmington Hills, MI

Location Specifics: Fully Remote

Job Summary

Candidates must reside in Michigan within a reasonable commuting distance of our Farmington Hills, MI office for team meetings, collaborative sessions, and training. At Delta Dental of Michigan, Ohio, and Indiana we work to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by investing in initiatives that build healthy, smart, vibrant communities. We are one of the largest dental plan administrators in the country, and are part of the Delta Dental Plans Association, which operates two of the largest dental networks in the nation. At Delta Dental, we celebrate our All In culture. It's a mindset, feeling and attitude we wrap around all that we do - from taking charge of our careers, to helping colleagues and lending a hand in the community.

Position Description

Plans, organizes, and supervises Command Center technical administration and reporting activities, including contact center application support, reporting development and validation, data analysis, and issue resolution, to ensure corporate goals and objectives are met.

Primary Job Responsibilities

• Leads, evaluates, and coordinates the contact center and claims processing technical support and reporting functions and assignments.


• Develops, implements, maintains, and enforces policies, procedures, guidelines, and standards for the technical support and reporting functions.


• Leads the design, development, implementation, testing, troubleshooting, administration, and support of all contact center and claims processing applications, reporting solutions, hardware and software on behalf of Delta Dental of Michigan and its affiliates, as assigned.


• Leads the design, testing, validation, analysis, maintenance, and delivery of contact center and claims processing reporting and data to ensure accuracy, consistency, and compliance with corporate standards, contract requirements, performance guarantees, and other goals and objectives.


• Analyzes performance trends, processes, reporting needs and technology; identifies root cause and improvement opportunities and recommends changes to enhance data quality, employee performance, and operational efficiency.


• Leads departmental technology and reporting projects, including requirements gathering, planning, implementation, testing, training, and stakeholder communication, and oversees disaster recovery and business continuity planning for supported systems and applications.


• Leads troubleshooting and root-cause analysis for end-user, application, system, data, and reporting issues; coordinates corrective actions with internal partners and vendors; escalates issues as necessary; and validates solutions.


• Interviews, hires, trains, evaluates, supervises and develops staff to ensure accountability for achievement of departmental goals and objectives.


• Develops and maintains relationships with customers, affiliates, business partners, vendors, and internal contacts.


• Participates in the development of short- and long-term strategies, goals, objectives, and monitors the annual budget for the department.


• Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.

Minimum Requirements

• Position requires a bachelor\'s degree in telecommunications, business administration, or a related field and five years of experience in telecommunication administration, contact center administration, or workforce management in a call center.


• Previous experience in a senior or lead role and/or using Genesys Cloud application suite preferred.


• Will accept any suitable combination of education, training, or experience.


• Position requires knowledge of PBX architecture, telecommunication network services, and contact center systems (such as reporting, ACD, call routing capabilities, IVR, QA, WFM); proficiency with word processing and spreadsheet applications; strong verbal and written communication skills; strong analytical and organizational skills; ability to manage multiple assignments with competing deadlines; and the ability to resolve complex problems using independent judgment.


• Position also requires the ability to provide on-call support, twenty-four hours a day, seven days a week.


• Occasional travel may be required to other work locations and training facilities.


• The company will provide equal employment and advancement opportunity within the context of its unique business environment without regard to race, color, religion, gender, gender identity, gender expression, age, national origin, familial status, citizenship, genetic information, disability, sex, sexual orientation, marital status, pregnancy, height, weight, military status, or any other status protected under federal, state, or local law or ordinance.

Benefits

Employees are offered a comprehensive benefits package that includes medical, dental and vision coverage, short- and long-term disability, life insurance, 401(k) savings plans, flexible spending accounts, and tuition reimbursement or educational assistance.

Employees are also eligible for annual incentive compensation based on annual business goals.

Additionally, employees receive eight hours of paid volunteer time each year, access to an on-staff health coach and personal trainer, plus many other perks.

Additional Information

Delta Dental of Michigan, Ohio, and Indiana has been a dental benefits leader for more than 60 years, and today with our affiliates, we are one of the largest dental plan administrators in the country. It\'s our mission to improve oral health through benefit plans, advocacy and community support, and we amplify this mission by making investments that build healthy, smart, vibrant communities. We celebrate diverse thought and foster a culture where employees go All In - for the company, themselves, their colleagues and their communities.

Delta Dental is an Equal Opportunity Employer.