Delta Dental of Arkansas · 1 month ago
Multi-Channel Support & Appeals Supervisor, Contact Center
Sherwood, AR
Full-time
Hybrid
Mid, Senior Level
5+ years expDelta Dental of Arkansas is seeking a Multi-Channel Support & Appeals Supervisor to oversee the Contact Center operations. The role involves supervising staff, ensuring accountability for performance metrics, and fostering a positive work environment while implementing process improvements to enhance customer satisfaction.
DentalHealth CareInsurance
Responsibilities
Participate in recruiting and selecting multi-channel staff, including Benefit Advisor, SMS/Chat and Research Specialist, by conducting interviews and assisting in candidate selection
Evaluate, coach and develop team members to ensure accountability for achieving departmental goals, incentive programs and SLAs/KPIs
Monitor performance and implement corrective actions, including progressive discipline or recommending termination when necessary
Foster a positive work environment by implementing strategies to motivate and engage the team, promoting collaboration, appreciation, accountability, and customer-centric culture
Promote a positive work environment, recognizing achievements, and fostering a culture of continuous learning and professional development
Identify and implement process improvements across all channels (call, SMS, chat, mail, email and claim appeals) to enhance efficiency, improve customer satisfaction and reduce complaints
Resolve escalated customer issues by clarifying concerns, researching solutions, and implementing effective resolutions
Ensure a consistent customer experience across all touchpoints by coordinating with other departments to address inquiries requiring multi-channel support or escalation
Conduct regular quality checks, one on one meetings, and annual performance reviews
Identify opportunities for professional development and career progression, supporting team members growth within the company
Assist in the training and supervise personnel to maintain efficient workflows and ensure alignment with business goals
Monitors and analyzes performance metrics across all channels, forecast volume and adjusting staffing schedules in alignment with business needs
Perform additional duties as assigned to support the primary responsibilities of the role
Qualification
Required
High school diploma or equivalent
Three years' call center experience
Two years' management experience
Available to work a flexible hybrid schedule (7am-7pm CST)
Proven track record in multi-channel customer support, including call, SMS, chat, mail, email and claim appeals
Excellent written and verbal communication skills
Outstanding interpersonal skills
Skilled problem-solver with the ability to generate actionable insights from data analysis
Proficient in using customer support software and technological tools
Proficiency in Microsoft Office Suite (Word, Excel and PowerPoint)
Strong ethical foundation, integrity, and reliability
Adaptability, critical thinking, and resilience
Preferred
Bachelor's degree in Business Administration, Communications, or a related field
Experience in training and mentoring team members
Emotional intelligence and patience
Excellent organizational and time-management skills
Ability to manage multiple tasks while maintaining operational efficiency
Experience working collaboratively with cross-functional teams to implement improvements and resolve challenges
Company
Delta Dental of Arkansas
Delta Dental of Arkansas is the state’s dental benefits administrator serving Arkansans and Arkansas-based employer groups.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Kristin Merlo
President and CEO
Brad Clothier
Executive Vice President and Chief Operating Officer
Recent News
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