Customer Service Supervisor

Delta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several consecutive years and value our team members for building this reputation.

A successful Customer Service Supervisor is a dedicated, supportive coach motivates Customer Service Agents (CSAs) as they assist customers via telephone. The Customer Service Supervisor will participate in the recruitment of team members, assist in the training process to ensure every CSA is well prepared for calls. You will support CSAs after training by monitoring their progress, ensuring they understand and meet expectations, answering questions, and provide ongoing coaching opportunities.

This role ensures consistent daily adherence to performance metrics, such as service level and turn-around-time. Finally, you will act as primary management interface with Operations leaders regarding daily contact center operations.

To succeed as a Call Center Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

This position will be with Stratacor, an affiliate of Delta Dental of Minnesota.

• Recruit, train, and prepare CSAs to respond to customer questions, concerns and troubleshoot problems
• Provide leadership, direction and hands-on management to a team of CSAs
• Have a strong technology aptitude with the ability to multi-task in several technology applications at one time
• Manage daily operations relating, but not limited to: average speed of answer, abandonment rate and maximum wait time
• Partner with Operations Leaders, Human Resources, Training and Quality department colleagues to develop and execute on recruiting and training needs
• Ensures all scheduling requirements are addressed in partnership with Workforce Management, and tracked including team meetings, training and other off-line work for support center staff
• Ensure customer service team members understand and comply with all call center objectives, performance standards, and policies
• Answer agent questions regarding best practices or challenging telephone calls
• Identify operational issues and suggesting possible improvements
• Monitor and evaluate customer service performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Work with other customer service supervisors and members of management team members to support CSAs and maximize customer satisfaction
• Other job-related duties as assigned

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

• High level of dedication, enthusiasm, motivation, critical thinking, follow-through and accountability in a team and cross-functional environment
• Proven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiatives
• Ability to manage multiple priorities and aggressive timelines
• Ability to communicate effectively, direct and motivate a team
• Demonstrated collaboration, influence management and negotiation skills
• Intermediate to advanced skills with contact center technology
• Ability to create reporting and conduct analysis of data and information, providing operational insight to the business
• Ability to create strong partnerships across the business
• Ability to probe and look past symptoms to identify underlying causes of issues and opportunities

• High School Diploma or equivalency
• Exceptional verbal and written communication skills
• Strong understanding of company products, policies, and services
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Time management and task management skills are essential
• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Operational…