Customer Service Supervisor

Company Information Delta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several consecutive years and value our team members for building this reputation. Deadline to apply is Thursday, September 17, 2026, at 5 PM. General Summary A successful Customer Service Supervisor is a dedicated, supportive coach motivates Customer Service Agents (CSAs) as they assist customers via telephone. The Customer Service Supervisor will participate in the recruitment of team members, assist in the training process to ensure every CSA is well prepared for calls. You will support CSAs after training by monitoring their progress, ensuring they understand and meet expectations, answering questions, and provide ongoing coaching opportunities. This role ensures consistent daily adherence to performance metrics, such as service level and turn-around-time. Finally, you will act as primary management interface with Operations leaders regarding daily contact center operations. To succeed as a Call Center Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive. This position will be with Stratacor, an affiliate of Delta Dental of Minnesota. Essential Functions Recruit, train, and prepare CSAs to respond to customer questions, concerns and troubleshoot problemsProvide leadership, direction and hands-on management to a team of CSAsHave a strong technology aptitude with the ability to multi-task in several technology applications at one timeManage daily operations relating, but not limited to: average speed of answer, abandonment rate and maximum wait timePartner with Operations Leaders, Human Resources, Training and Quality department colleagues to develop and execute on recruiting and training needsEnsures all scheduling requirements are addressed in partnership with Workforce Management, and tracked including team meetings, training and other off-line work for support center staffEnsure customer service team members understand and comply with all call center objectives, performance standards, and policiesAnswer agent questions regarding best practices or challenging telephone callsIdentify operational issues and suggesting possible improvementsMonitor and evaluate customer service performance, providing learning or coaching opportunities, and taking corrective action, if necessaryWork with other customer service supervisors and members of management team members to support CSAs and maximize customer satisfactionOther job-related duties as assigned This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice. Required Knowledge, Skills And Abilities High level of dedication, enthusiasm, motivation, critical thinking, follow-through and accountability in a team and cross-functional environmentProven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiativesAbility to manage multiple priorities and aggressive timelinesAbility to communicate effectively, direct and motivate a teamDemonstrated collaboration, influence management and negotiation skillsIntermediate to advanced skills with contact center technologyAbility to create reporting and conduct analysis of data and information, providing operational insight to the businessAbility to create strong partnerships across the businessAbility to probe and look past symptoms to identify underlying causes of issues and opportunities Required Qualifications REQUIRED EDUCATION AND EXPERIENCE High School Diploma or equivalencyExceptional verbal and written communication skillsStrong understanding of company products, policies, and servicesAbility to coach, train, and motivate employees and evaluate their performanceExcellent problem solving, leadership, and customer service skillsTime management and task management skills are essentialAnalytical, efficient, and thoroughAbility to remain calm and courteous under pressure and navigate tense situations, especially during busy hoursOperational experience in a high-volume call center environmentStrong proficiency with technology, especially computers, software applications, and phone systems. Preferred Qualifications Bachelor's degree; or equivalent combination of education and experienceSupervisor/Management experienceFive (5) or more years of customer service experience WORK ENVIRONMENT/PHYSICAL DEMANDS Travel Requirements: Weight Lifting Requirements: 20 lbs.Sedentary Work: Prolonged periods of time sitting at a workstation RELATIONSHIPS Reports To: Senior Customer Service ManagerDirectly Manages: Customer Center Agents (CSAs)Internal Relationships: Functional Areas including Workforce Management, Quality & Training, Human Resources, Operations leadershipExternal Relationships: Provider, Broker, Group Administrators, Dental office personnel and Members Benefits & Compensation Benefits for this position include medical, dental, vision, and life insurance; disability coverage, flexible spending plans, a 401(k) plan, Paid Time Off (PTO), and Holidays. Visit for more information. The starting salary range for this position is $52,500 and $66,750.00. Salary offers will typically be made in the listed range. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team members. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions. EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)