Delta Dental of Arkansas
Delta Dental of Arkansas • Contact Center Supervisor
Learn more about the role below.
Job Summary To supervise the Customer Service team while monitoring, coaching, and supporting staff development of daily processes.
Primary Job 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. Tracks and communicates statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures.
Monitors, coaches, helps develop and supports 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.
Assists during training process and supervises personnel to assure efficient workflow of the department(s). Evaluates performance. If necessary, monitors progressive discipline and recommends termination.
Reviews and resolves escalations if team member is unable to resolve a customer question or complaint.
Maintains 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.
Performs other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.
Minimum Qualifications Will accept any suitable combination of education, training or experience. Position requires a high school diploma, or equivalent, three years’ call center experience and two years’ management experience.
Candidate must possess strong verbal and written communication skills. Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Candidate should have previous experience in handling escalated calls and responding to customer complaints.
Exceptional interpersonal, customer service, problem‑solving, verbal and written communication, and conflict‑resolution skills. Must be available to work a flexible schedule (7 am‑7 pm CST).
Ability to troubleshoot issues with team members and seek the assistance of Management if needed.
Strong coaching and leadership skills, ability to motivate employees.
Employment Details Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Other Industries:
Insurance
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Job Summary To supervise the Customer Service team while monitoring, coaching, and supporting staff development of daily processes.
Primary Job 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. Tracks and communicates statistics as appropriate. Follows up by monitoring progress and results and taking appropriate counter measures.
Monitors, coaches, helps develop and supports 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.
Assists during training process and supervises personnel to assure efficient workflow of the department(s). Evaluates performance. If necessary, monitors progressive discipline and recommends termination.
Reviews and resolves escalations if team member is unable to resolve a customer question or complaint.
Maintains 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.
Performs other related assigned duties as necessary to complete the Primary Job Responsibilities as described above.
Minimum Qualifications Will accept any suitable combination of education, training or experience. Position requires a high school diploma, or equivalent, three years’ call center experience and two years’ management experience.
Candidate must possess strong verbal and written communication skills. Ability to multitask and remain calm under pressure, especially during peak hours or intense situations. Candidate should have previous experience in handling escalated calls and responding to customer complaints.
Exceptional interpersonal, customer service, problem‑solving, verbal and written communication, and conflict‑resolution skills. Must be available to work a flexible schedule (7 am‑7 pm CST).
Ability to troubleshoot issues with team members and seek the assistance of Management if needed.
Strong coaching and leadership skills, ability to motivate employees.
Employment Details Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Other Industries:
Insurance
#J-18808-Ljbffr