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Delta Dental of Arkansas · 1 month ago

Contact Center Supervisor

Sherwood, AR

Full-time

Onsite

Senior Level

5+ years exp

Delta Dental of Arkansas is seeking a Contact Center Supervisor to oversee the Customer Service team. This role involves supervising staff development, ensuring performance standards are met, and driving continuous improvement in the department.

DentalHealth CareInsurance

Comp. & Benefits

Responsibilities

Interviews, hires, evaluates, manages, and develops staff in order to ensure accountability for achievement of departmental goals and objectives

Ensures staff performance, quality, productivity and attendance standards are met. Track and communicate statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures

Monitor, coach, help develop and support incentive programs to motivate staff toward achieving results; supports staff development. Provides leadership and direction while maintaining team morale

Encourages continuous improvement; involves others in planned process improvement efforts and measures. Studies and standardizes procedures to improve efficiency of subordinates

Maintains attendance records, processes employee paperwork and submits payroll information as required in an accurate and timely fashion

Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems

Answers inquiries by clarifying desired information; researching, locating, and providing information

Responsible for monthly quality checks, one on ones, and annual performance reviews for each reporting agent

Assist during training process and supervise personnel to assure efficient workflow of the department(s). Evaluate performance. If necessary, monitor progressive discipline and recommend termination

Review and resolve escalations if team member is unable to resolve a customer questions or complaints

Maintain a multitude of different reporting functions including, daily, monthly, quarterly and yearly reports

Monitors and analyzes telephone statistics and forecasts; adjusts staffing schedules to match call volumes with direction from the team

Perform other related assigned duties as necessary to complete the Primary Job Responsibilities as described above

Qualification

Call center managementCoaching skillsCustomer servicePerformance evaluationConflict resolutionMultitaskingVerbal communicationWritten communicationProblem-solvingInterpersonal skills