Supervisor Customer Operations at Delta Dental of California in rancho cordova, California

Job Description:

At Delta Dental, our strategy is only as strong as the people who execute it! We are hiring individuals that are not just right for today but also for our future. We have built a foundation of high-trust by treating all people with dignity, making and keeping commitments, and consistently striving to do the right thing. Our leaders optimistically share future possibilities to inspire and motivate others toward their full potential. We expect our employees to find ways to embrace positive change, be curious and challenge the status quo, and provide solutions to unmet problems. Joining Delta Dental means joining a culture focused on fostering development, building genuine connections, recognizing each other's strengths and sharing in successes.
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.

How you will make an impact:

• 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.

What we look for:

• 5+ years as IC w/Associate's degree; 0+ years supervisory.


• 4+ years experience in a contact center or customer service role; Bachelors degree preferred or equivalent experience.


• 4+ years in a Leadership role.


• 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.

Benefits and perks:

• 12 days starting vacation plus 12 holidays and your birthday off!


• Multiple medical insurance options: 100% paid or low cost premiums


• 100% paid dental insurance


• 100% paid vision insurance


• Employee well-being program


• Culture of learning: substantial tuition reimbursement to improve your skills


• Career growth: we love promoting from within


• Strong commitment to work/life balance


• Social responsibility and volunteer opportunities

Please note, Delta Dental will not sponsor applicants for work visas for this position.
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At Delta Dental we:Promote accountability, integrity and collaboration: Our employees are collaborative, self-aware, and ethical. It is our expectation to do the right thing and follow through on commitments.Foster professional development: Our employees take ownership of developing themselves and others through coaching, mentoring and providing/being open to constructive feedback and identifying learning opportunities.Value customers and cultivate positive experiences: Our employees take time to build rapport with customers, while anticipating and exceeding their needs to ensure positive outcomes.
If you think this sounds like you, let's chat. We would love to tell you more!
To see some of the smiling faces behind Delta Dental and to learn more about what our values and culture look like in action, connect with us on social media: @lifeatddins on Facebook and Instagram, @deltadentalins on Twitter, and Delta Dental Ins. on LinkedIn. ABOUT Delta DentalDelta Dental covers more Americans than any other dental benefits provider. Our vision is to motivate and empower every employee so we're all inspired to take exceptional care of our customers, providers and each other. Our Enterprise Strategy focuses on pillars of Growth and Diversification, supported by the platforms of Culture and People, Process and Technology. Our employees take pride working for a purpose-driven organization and live our values of Trust, Service, Excellence and Innovation. We are part of the Delta Dental Plans Association, a network of companies that provides dental coverage to 74 million people in the U.S. Delta Dental of California, Delta Dental of New York, Inc., Delta Dental of Pennsylvania and Delta Dental Insurance Company, together with our affiliate companies, form one of the nation's largest dental benefits delivery systems, covering 33 million enrollees. All of our companies are members, or affiliates of members, of the Delta Dental Plans Association, a network of 39 Delta Dental companies throughout the country.Delta Dental provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other classification protected by federal or state law. In addition to federal law requirements, Delta Dental complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Proof of eligibility to work in the United States must be provided if selected for hire. Apply Now