As a vital member of our Customer Operations leadership team, the Customer Operations Manager will take charge of leading the daily operations of our inbound contact center. This role is all about steering strategic initiatives, ensuring our team not only meets but surpasses service KPIs, and continuously uncovering ways to enhance processes and elevate the customer experience. You'll have the opportunity to mentor, coach, and grow your team, playing a pivotal role in their professional development. Additionally, you'll engage in cross-functional projects, driving a customer-first culture that prioritizes employee engagement and job satisfaction, making a lasting impact on both our team and our customers.
In addition to these responsibilities, the Customer Operations Manager will actively participate in technology and operations transformation initiatives, working collaboratively with project teams and stakeholders to support implementation efforts and ensure alignment with organizational goals. The ideal candidate will have experience contributing to large-scale transformations, participating in associated projects, and leveraging technology to enhance processes and outcomes.
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This is a hybrid role out of our Rancho Cordova Office.
Responsibilities:
- Coordinates staff activities of the inbound contact center through supervisors, including setting goals, planning workloads, resolving issues, and coaching and developing the team.
- Participates as a member of the contact center team to identify and adopt production, quality, performance/service and regulatory compliance changes in various states.
- Ensures system enhancements are implemented to meet new business or regulatory compliance requirements and to improve operating efficiency.
- Works collaboratively with internal training teams to develop written training materials and coordinate training.
- Develops, monitors and reconciles an annual operating plan, budget, and staffing.
- Analyzes KPI's, systems and processes to identify trends or issues and make recommendations for better customer and employee experience.
- Coordinates new project activities through planning with other managers and supervisors to ensure that objectives are accomplished in a timely and cost-effective manner.
- Collaborates cross-functionally with other departments regarding policies and procedures, claim processing, and inquiry resolutions.
- Acts as the key point of contact for responding or presenting to internal and external auditors.
- Keeps informed of upcoming technology and industry changes and understands the impacts to the department at a high level to communicate needs to business partners and leaders.
- Participates in operational transformation efforts, assisting project teams with implementation activities and ensuring department readiness for technology and process changes
Qualifications:
- 8+ years contact center experience; 1+ years supervisory/management experience.
- Bachelors degree, or additional experience in lieu of degree.
- Experience in supporting technology and organizational transformations, including participation in related projects and coordination of implementation activities preferred.
- Strong leadership skills.
- Strong initiative and demonstrated organizational, time management, and project management skills with the ability to maintain attention to detail.
- Excellent verbal, written, and interpersonal communication skills to convey priorities and information to a wide range of audiences.
- Analytic and problem-solving abilities.
- Strong knowledge and application of English grammar, composition, editing and proofreading skills.
- Working knowledge of Contact Center concepts, telecommunication technology, and contact center business systems.
- Negotiation and dispute resolution skills.
Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 20. $71,400 - $149,500
Additional Information:
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:
- Competitive base and incentive pay
- 401(k) with robust matching and non-matching contributions
- Rich medical & pharmacy benefits
- 100% employer-paid dental and vision benefits
- Holistic wellbeing program with deep financial incentives
- Generous paid time off plus 12 paid holidays and your birthday off
- Culture of growth and learning: career development; tuition reimbursement; recognition program
- Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
- Social responsibility and volunteer opportunities
- Employee discount program
Fair Chance Ordinances and Criminal Background Considerations
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all applicable federal, state, and local laws, including, but not limited to, fair chance and anti-discrimination ordinances. At Delta Dental, we maintain a strict stance on theft, fraud, and violent crimes. For positions involving driving, we enforce heightened standards regarding driving records. Each individual criminal background check is evaluated on its merits, taking into account the time elapsed since the conviction, evidence of personal development and rehabilitation, and any potential risk posed to our business operations, employees, customers, or vendors.
Important Work Authorization Information
Please note, Delta Dental will not sponsor applicants for work visas for this position.
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