Supervisor, Contact Center

Rancho Cordova, CA
State Government Programs
This position is responsible for providing supervisory support and leadership to contact center staff and ensuring the efficient, accurate and timely handling of inquiries from all sources through all channels.

How you will make an impact:

    • Manages and supervises the daily activities of the contact center staff including reviewing employee performance. 
    • Ensures all calls are handled professionally, appropriately, accurately and in a timely manner.
    • Provides continual training and coaching to staff and works with departmental and/or enterprise trainer to develop written training materials and procedures.
    • Participates in the interviewing and selections of all direct reports.
    • Responsible for all performance reporting, documentation and management of direct reports.
    • Performs ongoing call monitoring for quality assurance purposes; ensures direct reports are performing at optimum level and coaches where opportunities for improvement may exist. 
    • Participates in queue management and answering calls as needed, to ensure service level requirements are achieved. 
    • Makes suggestions to management on business process improvements based on call monitoring results.
    • Participates in Enterprise and department projects.
    • Identifies and documents impacts to department and/or team and implements solutions in an effective manner.
    • Handles escalated service issues with individual clients or groups.
    • Resolves complex customer service issues and ensure appropriate follow through.
    • Motivates and encourages agents through positive communication and feedback.
    • Performs miscellaneous duties as assigned or requested by Department Manager. 

What we look for:

    • A Bachelor’s degree or equivalent education, training and/or experience is required.
    • A minimum of 5 years related experience, preferred.
    • 2 years+ of contact center or other customer service department experience.
    • Supervisory experience preferred.
    • Call monitoring experience preferred.
    • Bilingual speaking abilities in Spanish and English preferred
    • Strong organizational/time management skills and multi-tasking abilities.  
    • Detail-oriented; flexible and creative.
    • Possesses strong interpersonal and communications skill set; works effectively with all levels of staff in a very diverse environment.
    • Demonstrated ability to lead teams in a challenging, fluid and fast paced environment.
    • Ability to work well under pressure, consistently meet deadlines and achieve contractual targets with minimal direction.
    • Exceptional supervisory, leadership, analytical & problem/resolution competencies & skills.
    • Experience in Union environment preferred.
    • Must possess a collaborative approach to problem solving and ability to work effectively within a team environment to accomplish goals.  
    • Ability to maintain confidentiality.
    • Knowledge of policies, procedures and guidelines.  
    • Knowledge of dental terminology and dental claim processing and procedures.
    • Strong knowledge of applicable contact center software.
    • Must be able to learn and acclimate rapidly to multiple contact center IT and Telephony based systems. 
    • Working knowledge of contact center concepts and telecommunication technology preferred.
    • Must be PC literate; MSOffice skills (Word, Excel, PowerPoint).

Benefits and perks:

    • 12 days starting vacation plus 11 holidays and your birthday off!
    • Multiple medical insurance options: 100% paid or low cost premiums 
    • 100% paid dental insurance
    • 100% paid vision insurance
    • Onsite gym and/or gym discount and fitness incentive 
    • Culture of learning: substantial tuition reimbursement to improve your skills
    • Career growth: we love promoting from within 
    • Strong commitment to work/life balance  
    • Technology allowance
    • Social responsibility and volunteer opportunities

If you think this sounds like you, let’s chat. We would love to tell you more!

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ABOUT Delta Dental
As the first company to specialize in dental insurance, we are passionate about oral health and its importance to future generations. Our core purpose is the advancement of oral health care to our customers, partners and consumers through dental insurance programs and philanthropic efforts.
We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation’s largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.
Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.