Contact Center Supervisor at Delta Dental of Washington in Colville, WA

Job description

• Are you a leader who thrives on improving performance and developing teams? As an Operations Supervisor, you’ll oversee Customer Service and Support Teams. You’ll coach and mentor your team to achieve results, ensure compliance, and collaborate with quality and training teams to support operational excellence. If you’re ready to grow your career and make an impact, we want to hear from you.

Responsibilities

• Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.
• Oversee daily work of all team members, including those at other campuses. Regularly monitor work quality and quantity to identify coaching, training, mentoring opportunities, or the need for process improvements.
• Resolve Customer concerns promptly and courteously, ideally at the first point of contact.
• Monitor call volumes, claim inventory, Performance Guarantee status, and personnel activities using real-time technology and reports to ensure timely service within established timelines and quality objectives.
• Coach team members on job performance and competencies, ensuring appropriate steps are taken in their development process.
• Coordinate and facilitate meetings to keep staff informed of product, policy, or procedure changes, focusing on service and quality objectives.
• Assist and guide employees through escalated issues that are sensitive and complex.
• Serve as a subject matter expert and resource for internal and external project teams and task forces.
• Maintain effective communication with all Delta Dental of Washington employees to ensure coordination and exchange of information for achieving goals and high member satisfaction.
• Champion DEI and drive team culture in alignment with company values.
• Lead change management efforts and promote adaptability within the team to effectively respond to evolving business needs and challenges.

Requirements

• The experience, skills, and education needed to succeed in the position are outlined below. These requirements are representative of the knowledge, skills, and abilities required to successfully perform the essential functions of the role.
• Two years of experience working in a call center, contact center, or equivalent work experience.
• Prior leadership experience is preferred.
• Detail oriented with consistent follow-up practices
• Excellent interpersonal, verbal, and written communication skills and the ability to optimally work with people from a diverse set of backgrounds

Skills

Preferred

• Prior leadership experience

Benefits

• We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.
• The pay range for this position varies between $56,200.00 - $74,000.00. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza, intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.