About the role

Aplyr's Quick Take

This role is about managing and analyzing reporting for a call center, focusing on data accuracy and performance trends. You'll be designing and maintaining reports, troubleshooting issues, and collaborating with various teams to improve operations. It's primarily an individual contributor role with some project leadership.

Good fit

Ideal candidates will have experience in data analysis and reporting, preferably in a call center environment. A detail-oriented approach and strong communication skills are essential, along with the ability to work independently and in a team.

Worth noting

The position is fully remote but requires Michigan residency for occasional in-person meetings. The role involves a mix of technical reporting and collaboration, which may appeal to those who enjoy both data work and teamwork.

Job Title:

Command Center Reporting Specialist

Number of Positions:

Location:

DDMI_Michigan

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

To run, validate, and report on all business statistics and ensure data accuracy, efficiency and validity.

Primary Job Responsibilities:

Designs, tests, analyzes, and maintains custom and standard contact center reporting as it relates to all lines of business.1
Develops new reports for operations and customer service, as requested.
Recommends performance improvement opportunities based on analysis and trends. Supports the business performance guarantee reporting for the call center as it relates to all lines of business and completes problem reports as necessary.
Troubleshoots reporting issues, assists in root cause determination, and issues correction coordination, as necessary.
Participates in meetings, audits, trainings, and business improvement initiatives surrounding reporting, as necessary.
Leads reporting projects for the department.
Researches and recommends reporting tools for the department based on business need and requirements.
Collaborates with supervisors, trainers, managers, and director regarding process improvements and assists in identifying department training needs based on data analysis. Tracks performance trends, issues, and inconsistencies to identify coaching opportunities.
Collaborates and communicates closely across departments to ensure data accuracy and consistency.
Trains and supports end users on departmental reporting tools, report/view set up, and answer navigation questions.

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

#LI-Remote

Minimum Requirements:

Position requires a bachelor’s degree in business administration or a related field and three years of experience analyzing, troubleshooting, or resolving system or process issues. Previous experience in contact center reporting, report development, or data analytics preferred. Will accept any suitable combination of education, training, or experience.

Position requires advanced knowledge of spreadsheets, including formulas, pivot tables, and macros, and database applications, including Access; strong analytical skills; strong organizational skills; strong verbal and written communication skills; strong attention to detail; and the ability to solve complex problems using independent judgement.

Position may require occasional travel and working outside of regular business hours.

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.

Aplyr's read

Delta Dental is a non-profit leader in dental insurance, offering diverse roles from compliance to data analysis, attracting professionals dedicated to healthcare innovation.
Synthesized from recent postings & public sources

What's promising

•Strong focus on compliance and regulatory roles ensures robust operational integrity.
•Diverse job opportunities in technology, data analysis, and healthcare compliance.
•Non-profit status allows reinvestment into member services and community health initiatives.

What to watch

•Complex organizational structure with independent member companies may lead to inconsistent experiences.
•Limited public information about career advancement opportunities within the organization.
•Potential challenges in aligning goals across various independent member companies.

Why Delta Dental

•Operates as a non-profit, focusing on community health rather than shareholder profit.
•Extensive network of independent member companies provides wide geographical coverage.
•Specialized focus on dental insurance differentiates it from broader healthcare insurers.

Aplyr’s read is generated by AI from public sources. Was it useful?

About Delta Dental

Delta Dental

deltadental.com

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Delta Dental Plans Association is a non-profit organization that provides dental insurance and related services across the United States. It operates through a network of independent member companies, offering a range of dental plans for individuals, families, and employers.