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Delta Dental of Washington · 1 month ago

Contact Center Operations Supervisor

Colville, Washington, United States

Full-time

Onsite

Entry, Mid Level

$56K/yr - $79K/yr

2+ years exp

Delta Dental of Washington is committed to improving oral and overall health for all individuals. As a Contact Center Operations Supervisor, you will oversee daily operations, mentor your team, and ensure high-quality service delivery while collaborating with various departments to achieve operational excellence.

Health Care

Responsibilities

Oversee daily work of all team members, including those at other campuses. Regularly monitor work quality and quantity to identify coaching, training, mentoring opportunities, or the need for process improvements

Resolve Customer concerns promptly and courteously, ideally at the first point of contact

Monitor call volumes, claim inventory, Performance Guarantee status, and personnel activities using real-time technology and reports to ensure timely service within established timelines and quality objectives

Coach team members on job performance and competencies, ensuring appropriate steps are taken in their development process

Coordinate and facilitate meetings to keep staff informed of product, policy, or procedure changes, focusing on service and quality objectives

Assist and guide employees through escalated issues that are sensitive and complex

Serve as a subject matter expert and resource for internal and external project teams and task forces

Maintain effective communication with all Delta Dental of Washington employees to ensure coordination and exchange of information for achieving goals and high member satisfaction

Champion DEI and drive team culture in alignment with company values

Lead change management efforts and promote adaptability within the team to effectively respond to evolving business needs and challenges