Manager Contact Center (Customer Services)

DELTA DENTAL OF CALIFORNIA, a proven leader in the healthcare industry, is the state’s largest dental health carrier, covering 18 million people in its commercial and government programs throughout California and the nation. It is part of a holding company system formed with Delta Dental of Pennsylvania and its affiliates. Together, the holding company members represent one of the largest dental benefits systems in the country, with 21 million enrollees.

The primary function of the Manager, Contact Center position is as follows:

Manage the contact center to ensure that the quality and quantity of the contacts meet/exceed the service goals. Provide leadership in the contact center environment to achieve the efficient, accurate and timely handling of inquiries from all sources through all channels at the department level. Manage appropriate human and technical resources in support of departmental and corporate goals. This includes training, coaching, evaluating staff to help each staff member achieve to their potential. Participate in the development and implementation of enterprise-wide Contact Center world class initiatives to ensure the achievement of approved performance goals and standards. Identify and collect data to be used for processing and system changes. As a member of the Enterprise Contact Center Team, work with and make recommendations to Directors, identifying and adopting appropriate solutions and changes necessary to establish and maintain high levels of production, quality, service, and regulatory compliance in numerous states. Work with appropriate divisional staff to coordinate activities and resources within the enterprise to obtain consistent, high quality performance results. Contribute to the development and implementation of system enhancements necessary to meet new business or regulatory compliance requirements, and to improve operating efficiency. Manage the operations and staffing of the Contact Center. This includes the selection, development and performance evaluation of staff. Coach and counsel the supervisors to ensure they provide appropriate developmental feedback to individual staff members. Set departmental objectives with appropriate divisional Directors. Prepare, maintain and reconcile budgets and departmental records in a timely fashion. Assess and document work flows. Assign tasks and distribute workflow among staff. Evaluate staffing levels and resource productivity. Conduct regular meetings with direct reports and/or others to address departmental goals. Communicate orally and in writing with internal and external customers. Conduct meetings with other departments regarding policies and procedures, claim processing, and inquiry resolutions. Handle escalated calls / concerns. Initiate and maintain lines of communications among VP, directors, managers, and supervisors. Conduct meetings, hosts tours and visits customers as required. Is a key point of contact for responding to internal and external auditors.

Ideal candidate must be highly motivated and meet the following minimum qualifications: BA/BS degree preferred or three to five years business experience in the insurance industry, concentrating in high volume contact center environment. Three to five years management experience. Knowledge of dental procedure codes and nomenclature highly preferred. Working knowledge of contact center concepts and telecommunication technology. Ability to translate policy and procedural information and to counsel and instruct staff. Previous work with Performance Guarantees. Ability to create and manage Corrective Action Plans associated with audit results and/or performance metrics. Organizational and administrative skills to coordinate department activities; ability to prioritize work and follow through. Analytical and problem solving skills to research inquiry information and provide solution. Ability to work effectively in cross-functional/cross business unit teams. Working knowledge of process flows. Project management skills. Previous presentation experience preferred (i.e. meetings, seminars, etc.) Ability to provide input and analysis to meet department objectives, and provide a high degree of written and verbal communication. Ability to work through multiple concurrent tasks and handle stressful situations. Call monitoring experience preferred. Ability to effectively monitor call volume and representatives’ availability status. Verbal and written skills to communicate with professionals and outside agencies (i.e. DMHC, etc). Ability to clearly present written information and findings. The ability to understand and follow work rules and procedures. The ability to effectively communicate information to all departments. Interpersonal and communications skills to work effectively with all levels of staff. Must be PC literate; MSOffice skills (Word, Excel, PowerPoint) with strong skills. Able to work standard office equipment (personal computer, photocopy machine, fax machine, etc.) Ability to travel to outside locations by automobile or airplane; possess valid driver’s license. Ability to work at a computer up to 7 hours a day. Regularly required to sit for long periods of time, and occasionally stand and walk. Regularly uses hands to operate computer and other office equipment. Close vision required for computer usage. Occasionally required to stoop, kneel, climb and lift up to 25 pounds.

In connection with you application for employment with Delta Dental of California and its related companies, please note that any offer of employment made to any applicant will be contingent upon the satisfactory results of a background check. Such background check may include, but is not limited to, an investigation of credit worthiness, a check of references, employment and education verification, a check of criminal records and/or any other investigations as permitted by law.



We offer a highly competitive salary and an excellent benefits package for employees and eligible dependents. Please apply through the Delta Dental of California Website at www.deltadentalins.com and click on CAREERS. Or email your resume to RanchoHR@Delta.org

EOE/AA