Job Description
Delta Dental of New Jersey, located in Parsippany NJ is currently seeking a Call Center Supervisor to join our Engagement Center Team. This hybrid position is onsite Tuesday and Wednesday, and remote Monday, Thursday and Friday Starting in January, 2025, all associates will be onsite Tuesday, Wednesday and Thursday, and remote Monday and Tuesday. Call center hours range from 8 am to 6:30 pm Monday through Thursday, and 8 to 5 pm Friday. To be considered for this role, candidates must have experience working in a medical or dental call center environment.
Delta Dental offers a comprehensive package including medical, dental, Rx and vision, matching 401k, life insurance and long and short term disability benefits. In addition, our associates enjoy two weeks of paid vacation, plus 12 PTO days, 11 company holidays and 2 paid volunteer days.
Essential Functions & Responsibilities
- Hires, coaches and develops Customer Service Agents (CSA’s) to respond to customer questions regarding claims, benefits, website and mobile app.
- Ensures CSA’s understand and comply with all call center objectives, performance standards, and policies.
- Answers agent questions regarding, policies, procedures, best practices or difficult calls, and handles difficult calls from providers, group administrators or members as well as complaints and performs modifications as required
- Identifies operational issues and suggests potential solutions.
- Monitors and evaluates agent performance, provides learning or coaching opportunities, completes fact finding as needed and implements counseling/corrective action when appropriate
- Prepares reports and analyzes data to assist management to determine call center goals.
- Works with other members of the leadership team to support agents and maximize customer satisfaction.
- Maintains day to day call center operations and correspondence workflows.
- Provides leadership, support and guidance to all team members and assists in refresher and quality training.
- Issues written and oral instructions.
- Prepares and performs individual monthly feedback sessions, associates’ yearly reviews and senior reviews with CSA’s on a team.
- Ongoing analysis of procedures to improve call handling and claims processing efficiency of staff associates, including monitoring CSA calls to ensure quality customer service and reviewing random claims processing or adjustment quality for team as needed.
- Determines work procedures, prepares work schedules, and expedites workflow.
- Conducts/attends various meetings and communicates information directly to team members.
- Reviews time cards, attendance and schedules in accordance with Delta’s Attendance Control Program.
- Insures that all Delta Dental’s practices and policies are adhered to, administers the union contract.
Essential Qualifications
DDNJ Competencies
Accountability
Adaptability-Flexibility
Communication
Customer Focus
Listening Skills
Creativity/Innovation
Problem Solving-Analysis
Vision & Values
Collaborative Process-Teamwork
Dependability
Knowledge, Skills & Abilities
Technical and Functional
- Ability to provide excellent customer experience, internally and externally
- Ability to handle multiple priorities and exceptional organizational skills
- Excellent verbal and written communication skills
- Must be detail oriented
- Ability to work successfully and collaboratively in a team environment
- Excellent leadership, facilitation and decision making skills
- Strong problem-solving and analytical skills
- Strong technical proficiency, including experience with MS Office Suite
Required Physical Abilities
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to sit and perform extensive close keyboard and PC work
- Ability to walk, talk or hear
- Occasionally required to stand and reach with hands and arms
Working Environment
- Ability to meet deadlines and attendance standards.
- The noise level in the work environment is usually moderate.
- This classification will be required to sign a confidentiality agreement.
Experience, Education and Certifications Required
Experience Required
- Minimum of 3 years leadership experience in a medical or dental insurance company with customer service responsibility
Required Educational Level
- Bachelor’s Degree or equivalent work experience