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.

　　Responsibilities:

　　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.

　　Qualifications:

　　5+ years as IC w/Associate's degree; 0+ years supervisory 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. $55,000 - $116,900

　　Additional Information:

　　Rewards to make you smile! We don't just want to make our customers happy - we want to give our employees a reason to smile, too. Delta Dental's comprehensive benefits package includes: Generous paid time off plus 12 holidays and your birthday off! Low-cost premium medical insurance options 100% paid dental and vision insurance Generous 401(k) matching and flat contribution Social responsibility and volunteer opportunities, including 16 paid volunteer hours annually Employee LiveWell program, focusing on overall employee well-being Fertility and diabetes benefits Employee discount program: AT&T/Verizon, entertainment, travel, and more! Culture of learning: career development and tuition reimbursement Career growth: we love promoting from within

　　Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

　　#LI-Hybrid