Supervisor Customer Operations

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.

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.

• 5+ years as IC w/Associate’s degree; 0+ years supervisory
• Additional experience may be accepted in lieu of education or degree
• 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. 
Pay Grade 18. $56,900 - $119,200

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay 
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations  This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.

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