What are the responsibilities and job description for the Contact Center Operations Supervisor position at Delta Dental of Washington?
Are you a leader who thrives on improving performance and developing teams? As an Operations Supervisor, you’ll oversee key areas including Customer Service, Claims, Group Administration, and Support Teams. You’ll coach and mentor your team to achieve results, ensure compliance, and collaborate with quality and training teams to support operational excellence. If you’re ready to grow your career and make an impact, we want to hear from you.
At Delta Dental of Washington our vision is that all people can enjoy good oral and overall health, with no one left behind. We succeed because of a shared commitment to a set of values that guide everything we do – for our customers, for our communities, and for each other. We are Accountable. We lean in with Courage. We stay Curious. We are Inclusive. We act with Integrity.
We offer a highly competitive medical, dental and vision plans as well offering a generous 401k match and all employees start accruing vacation and sick time from their very first day. We empower employee development through our tuition reimbursement plan, professional development plans, and employee-led communities.
The pay range for this position varies between $56,145.00 - $78,532.00. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza, intends to offer the selected candidate a base pay within this range, dependent on job-related, non-discriminatory factors such as experience. Base pay will also be adjusted based on the candidate's geographic location.
Essential Responsibilities include the following: The list of responsibilities listed is not intended to be comprehensive. Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza reserve the right to change the responsibilities at any time with or without notice.
- 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.
The experience, skills, and education needed to succeed in the position are outlined below. These requirements are representative of the knowledge, skills, and abilities required to successfully perform the essential functions of the role.
- Two years of experience working in a call center, contact center, or equivalent work experience.
- Prior leadership experience is preferred.
- Detail oriented with consistent follow-up practices
- Excellent interpersonal, verbal, and written communication skills and the ability to optimally work with people from a diverse set of backgrounds
Washington Dental Service and its affiliates, including Arcora Foundation, Delta Dental of Washington, and TriForza are Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.
We are committed to the highest standards of information security and HIPAA compliance, ensuring the confidentiality, integrity, and protection of all data. All staff are expected to support this commitment by following relevant policies.
Salary : $56,145 - $78,532