Contact Center Supervisor

About the role

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. At Delta Dental of Washington, our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do—for our customers, for our communities, and for each other: Accountable, Courageous, Curious, Inclusive, and acting with Integrity.

Responsibilities

• 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

• 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.

Benefits

• Highly competitive medical, dental, and vision plans.
• Generous 401k match.
• Vacation and sick time accrual starting from the first day.
• Tuition reimbursement plan.
• Professional development plans.
• Employee-led communities.

Pay

The pay range for this position is $56,200.00 - $74,000.00, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.