Supervisor Contact Center: Delta Dental of California
4 OPENINGSThe first few months of employment will require travel to the Cerritos, CA office for training.
Duration could be up to two weeks at a time.The incumbent in this position is responsible for providing supervisory support and leadership to contact center staff and ensuring the efficient, accurate and timely handling of inquiries from all sources through all channels.
Duties include: · Oversees and supervises the daily activities of the contact center staff including reviewing and approving employee work products and analyzing group workloads.
Supervises staff to ensure work is completed on a timely and accurate basis; supervises the workflows to minimize overtime requirements.
· Ensures that training is provided to staff on an ongoing basis and works with departmental and/or enterprise trainer to develop written training materials and procedures.
· Interviews, selects and evaluates the performance of all direct reports.
· Performs ongoing contact/call monitoring for quality assurance and approve adjustments to queues/staffing to ensure service levels are met. Makes suggestions to management on business process improvements based on call monitoring results.
· Participates in Enterprise and department projects.
Identifies and documents impacts to department and/or team and implements solutions in an effective manner.
· Handles escalated service issues with individual clients or groups.
Resolves complex customer service issues and ensure appropriate follow through.
· Performs miscellaneous duties as assigned.
MINIMUM QUALIFICATIONS: · A Bachelors degree or equivalent successful related work experience.
· One plus years of contact center supervisory experience preferred.
· Two plus years of contact center or other customer service experience.
· Strong organizational/time management skills and multi-tasking abilities.
· Detail-oriented; flexible and creative.
· Interpersonal and communications skills to work effectively with all levels of staff.
· Ability to work well under pressure and meet deadlines with minimal direction.
· Strong supervisory, analytical, problem solving and contact resolution skills.
· Call monitoring experience preferred.
· Ability to works effectively within a team environment to accomplish goals.
· Ability to maintain confidentiality.
· Knowledge of policies, procedures and guidelines.
· Knowledge of dental terminology and dental claim processing and procedures.
· Strong knowledge of applicable contact center software.
· Working knowledge of contact center concepts and telecommunication technology.
· Must be PC literate; MSOffice skills (Word, Excel, PowerPoint) with strong Excel skills In connection with your application for employment with Delta Dental of California and its related companies, please note that any offer of employment made to any applicant will be contingent upon the satisfactory results of a background check.
Such background check may include, but is not limited to, an investigation of credit worthiness, a check of references, employment and education verification, a check of criminal records and/or any other investigations as permitted by law. Please apply by emailing your resume to RanchoHR [at] delta [dot] org [dot] Please reference job # IRC24661, and let us know how you heard of the position.
EOE/AA
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