Customer Service Supervisor

Delta Dental of Arizona, the state’s #1 dental insurance company, is looking for a proactive, proven Customer Service Supervisor with experience in training and coaching experience to provide support to the Customer Service team and two years of call center experience.

About You

You have a passion for helping customers and developing people. You’re a natural leader in helping others in a genuine and supportive way. You like to find answers to problems and innovations in workflows. You realize how you get there is just as important as getting there when it comes to your team. It’s just more fun to win as a team.

Your adaptability and creative problem-solving talents make you the go-to person in a pinch. The customer experience is paramount, and you know the balance between efficiency and spending the time to get the right answer. You feel great about all you’ve accomplished, but you’re ready for the next challenge.

Sound like you? Keep reading, we’d love to tell you more!

Essential Duties

• Interview, hire, and train all new hires, ensuring training materials are updated between courses
• Work closely with subject matter experts to develop, coordinate, and deliver a formal training and mentorship program to ensure a smooth transition from the learning environment to daily production environment
• Supervise a team of call center agents
• Conduct quality review audits of the assigned Customer Service Representatives. Observe performance, techniques, adherence to policies/procedures, and application of guidelines
• Provide coaching, advice, and guidance based on audit findings, and deliver regular performance feedback to the customer service representatives
• Identify adverse performance patterns. Collaborate with the Customer Service Manager to achieve and maintain quality assurance standards and service level agreements. Maintain responsibility for counseling agents failing to meet standards
• Analyze quality assurance data to identify trends, report findings, and suggest improvement recommendations; integrate approved changes into training materials and share with current call center agents. Proactively identify knowledge gaps following the implementation of any major change
• Develop and revise quality monitoring procedures and standards guidelines based on changes to policies, processes, systems, or other measures
• Handle escalated calls, as needed
• Approve timecards biweekly; manage and correct timesheet errors
• Complete monthly one-to-one coaching with all assigned associates
• Set annual goals, complete monthly scorecards, and write/administer annual performance evaluations for each member of the team. Working with the Call Center Manager, determine amounts for annual increases and bonuses, if applicable, and administer reviews to associates
• Perform needs analysis and identify learning opportunities that meet the call center’s needs
• Maintain a comprehensive working knowledge of all policies, procedures, and plan benefits for all operations
• During periods of excessive call volume, assist by taking inbound calls, emails, and assisting the CS team with researching inquiries
• Develop job aides, incentive systems, and other tools to continually elevate the overall quality of customer interactions
• Performs all other duties as assigned by management
• This position is a hybrid local remote position. Most days at home with some days at our Scottsdale, Arizona office

The starting pay for this role includes a base salary of $59,000 - $86,900. Hybrid remote.