Supervisor, Customer Operations

JOB DESCRIPTION
The Customer Operations Supervisor is a people leader role within the Customer Operations department, responsible for the support and development of Customer Service Representatives and Customer Operations Coordinators. Additionally, this position coordinates with internal and external customers to consistently execute a positive customer experience while managing the day to day operations within the department.
RESPONSIBILITIES

• Supervises Customer Operations functions to ensure work is completed within a timely and accurate basis.
• Reviews and follows up on Customer Service Representatives (CSRs) electronic, telephone, and written inquiries to coach and develop CSR processes, create performance improvement plans, enhance KPIs, improve competencies, and discuss corrective action as needed.
• Ensures all requests forwarded from Customer Operations or other internal departments are completed within required time frames.
• Develops and implements goals around departmental or individual KPIs and competencies to ensure business unit and Enterprise goals are met.
• Resolves escalated/sensitive customer service-related issues in an efficient manner while promoting customer loyalty and retention.
• Communicates, supervises, and/or facilitates training on any new processes as needed.
• Supports external and internal audits from regulatory agencies and assists Compliance in updating complaint and grievance documentation to meet company specific requirements.
• Participates in departmental or Enterprise projects as required.

QUALIFICATIONS

• 5+ years as IC w/Associate's degree; 0+ years supervisory
• 4+ years experience in a contact center or customer service role; Associates or Bachelors degree preferred
• Strong organizational/time management skills and multi-tasking abilities
• Detail-oriented; flexible and creative
• Analytical, problem solving, and negotiation skills
• Ability to navigate various plan details and system process procedures
• Ability to make effective recommendations to develop methods and procedures that improve department's effectiveness and efficiency
• Demonstrated supervisory, coaching, development and training skills
• Strong interpersonal skills and team orientation
• Able to follow strict timelines and manage multiple tasks concurrently

Base Pay Information
The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. $55,000 - $116,900
ADDITIONAL INFORMATION
Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes:

• Generous paid time off plus 12 holidays and your birthday off!
• Low-cost premium medical insurance options
• 100% paid dental and vision insurance
• Generous 401(k) matching and flat contribution
• Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually
• Employee LiveWell program, focusing on overall employee well-being
• Fertility and diabetes benefits
• Employee discount program: AT&T/Verizon, entertainment, travel, and more!
• Culture of learning: career development and tuition reimbursement
• Career growth: we love promoting from within

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
#LI-Hybrid
ABOUT THE TEAM
At Delta Dental, our success is only as strong as the people who execute it! We take enormous pride in being the nation's most recognized and widely-used provider of dental insurance - and we've come this far by living our core values of innovation, excellence, service and trust. Our vision is to motivate and empower every employee so that we're all inspired to take exceptional care of our customers, providers and ourselves. We believe in integrity, accountability, collaboration, and giving every employee equitable opportunity for their voice to be heard and development to be fostered.
If you're excited about the prospect of transforming the future of health care and growing in your career, join our smile revolution!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn.
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 is an equal opportunity employer. We are committed to building and maintaining a diverse and inclusive workplace for all employees. Applicants will not be discriminated against because of race, color, religion, creed, national origin, ancestry, citizenship status, sex (including pregnancy), sexual orientation, gender or identity expression, age, disability, marital status, medical status, veteran status or any other status protected under federal, state, or local law. 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.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.

• Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York