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Delta Dental of New Jersey, located in Parsippany NJ, an acknowledged leader providing our communities with dental insurance programs of the highest quality, is currently seeking a leader of our call center operations. This position requires an experienced and dynamic professional who can assume the role of Director of Call Center Operations . The successful candidate will be instrumental in helping to develop a modern call center, overseeing management of the call Center Operations Department of a 40 dedicated call center agents team within a union environment and 5 supervisors. This position will also oversee quality assurance, agent training, workforce management and telephony applications. The primary focus of this position is to optimize efficiency, enhance customer experience, and drive strategic initiatives to elevate the overall performance of the call center.
The Leader, Call Center Operations is responsible for ensuring an exemplary, frontline customer experience for our customers (members, providers, DDWI and brokers) that meets or exceeds SLA’s and metrics. This position will routinely interface and partner strategically with internal stakeholders, external vendor partners to ensure that our customers receive a seamless and white glove experience in every transaction and that internal customers have current, comprehensive, and consistent information to support their customers. The Leader, Call Center Operations works with internal partners to obtain, track, and manage meaningful data, and create efficient workflows. This position coaches and leads a call center team of supervisors to grow, develop and lead frontline associates to optimum performance, and to create a bench of prepared successors. Additionally, this leader is responsible for the achievement of short and long-term goals and process improvements to achieve service levels and continuously enhance the functionality and cost effectiveness of the department.
This leader will be characterized by an authentic, down-to-earth style with no inclination toward high ego or office politics. He/she will bring high integrity and high energy, and will operate in a collaborative, team-oriented way.
We offer a competitive compensation package including medical, dental, Rx and vision, matching 401k, enhanced tuition reimbursement, long and short term disability, life insurance, and ample time away from work to support strong work-life balance. Come join an organization that recognizes the value of our employees, and get your smile on.
Essential Functions & Responsibilities
• Able to set clear and challenging goals while committing the organization to improved performance, tenacious and accountable in driving results.
• Comfortable with ambiguity and uncertainty; the ability to adapt nimbly and lead others through complex situations.
• Often seeks data and input from others to foresee possible unintended circumstances from decisions
• A leader who is viewed by others as having a high degree of integrity and forethought in his/her approach to making decisions; the ability to act in a transparent and consistent manner while always considering what is best for the organization.
Essential Qualifications
DDNJ Competencies
Leadership
Accountability
Communication
Customer Focus
Conflict Management
Strategic Decision Making & Planning
Problem Solving-Analysis
Managerial Courage
Result-Driven Execution
Change Management
Knowledge, Skills & Abilities
Technical and Functional
Required Physical Abilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Working Environment
Experience, Education and Certifications Required
Experience Required
Required Educational Level
Full Time
$173k-235k (estimate)
05/01/2024
05/16/2024
deltadentalnj.com
Parsippany, NJ
200 - 500
The following is the career advancement route for Director, Call Center Operations positions, which can be used as a reference in future career path planning. As a Director, Call Center Operations, it can be promoted into senior positions as a Top Contact Center Executive that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Director, Call Center Operations. You can explore the career advancement for a Director, Call Center Operations below and select your interested title to get hiring information.