Multi-Channel Support & Appeals Supervisor, Contact Center

Delta Dental of Arkansas•Sherwood, AR

16d•Hybrid

About The Position

Multi-Channel Support & Appeals Supervisor, Contact Center Job Summary: Supervise direct reports while monitoring, coaching, and supporting staff development of daily processes. Uphold overall responsibility for the functions of Contact Center, Chat/Offline, and Research and Appeals of claims. Primary Job Responsibilities: Participate in recruiting and selecting multi-channel staff, including Benefit Advisor, SMS/Chat and Research Specialist, by conducting interviews and assisting in candidate selection. Evaluate, coach and develop team members to ensure accountability for achieving departmental goals, incentive programs and SLAs/KPIs. Monitor performance and implement corrective actions, including progressive discipline or recommending termination when necessary. Foster a positive work environment by implementing strategies to motivate and engage the team, promoting collaboration, appreciation, accountability, and customer-centric culture. Promote a positive work environment, recognizing achievements, and fostering a culture of continuous learning and professional development. Identify and implement process improvements across all channels (call, SMS, chat, mail, email and claim appeals) to enhance efficiency, improve customer satisfaction and reduce complaints. Resolve escalated customer issues by clarifying concerns, researching solutions, and implementing effective resolutions. Ensure a consistent customer experience across all touchpoints by coordinating with other departments to address inquiries requiring multi-channel support or escalation. Conduct regular quality checks, one on one meetings, and annual performance reviews. Identify opportunities for professional development and career progression, supporting team members growth within the company. Assist in the training and supervise personnel to maintain efficient workflows and ensure alignment with business goals. Monitors and analyzes performance metrics across all channels, forecast volume and adjusting staffing schedules in alignment with business needs. Perform additional duties as assigned to support the primary responsibilities of the role. Minimum Qualifications: Position requires a high school diploma, or equivalent, three years’ call center experience and two years’ management experience. Must be available to work a flexible hybrid schedule (7am-7pm CST). The ideal candidate for this role is an experienced and empathetic leader with a proven track record in multi-channel customer support, including call, SMS, chat, mail, email and claim appeals. They hold a Bachelor's degree in Business Administration, Communications, or a related field and have a solid understanding of customer service principles. Will accept any suitable combination of education, training or experience. This individual excels in written and verbal communication and demonstrates outstanding interpersonal skills, enabling them to address escalated customer inquiries effectively and provide constructive feedback to team members. They are skilled problem-solvers with the ability to generate actionable insights from data analysis and are proficient in using customer support software and technological tools. Must be proficiency in Microsoft Office Suite (Word, Excel and PowerPoint). Embracing emerging trends and industry best practices, they are adept at training and mentoring team members, showcasing emotional intelligence, patience, and strong leadership abilities. Their excellent organizational and time-management skills allow them to manage multiple tasks while maintaining operational efficiency. The candidate thrives in collaborative environments, working seamlessly with cross-functional teams to implement improvements and resolve challenges. They possess a strong ethical foundation, integrity, and reliability, fostering a positive and motivated team culture. Their adaptability, critical thinking, and resilience drive continuous improvement and ensure excellence in customer satisfaction. Employees are to adhere to department and corporate policies and procedures, serve internal and external customers and support the goal of other departments and the company.

Requirements

Position requires a high school diploma, or equivalent
Three years’ call center experience
Two years’ management experience
Must be available to work a flexible hybrid schedule (7am-7pm CST).
Must be proficiency in Microsoft Office Suite (Word, Excel and PowerPoint).

Nice To Haves

Bachelor's degree in Business Administration, Communications, or a related field
Solid understanding of customer service principles
Excels in written and verbal communication
Outstanding interpersonal skills
Skilled problem-solvers with the ability to generate actionable insights from data analysis
Proficient in using customer support software and technological tools
Embracing emerging trends and industry best practices
Adept at training and mentoring team members, showcasing emotional intelligence, patience, and strong leadership abilities.
Excellent organizational and time-management skills
Thrives in collaborative environments, working seamlessly with cross-functional teams to implement improvements and resolve challenges.
Possess a strong ethical foundation, integrity, and reliability, fostering a positive and motivated team culture.
Adaptability, critical thinking, and resilience drive continuous improvement and ensure excellence in customer satisfaction.

Responsibilities

Participate in recruiting and selecting multi-channel staff, including Benefit Advisor, SMS/Chat and Research Specialist, by conducting interviews and assisting in candidate selection.
Evaluate, coach and develop team members to ensure accountability for achieving departmental goals, incentive programs and SLAs/KPIs.
Monitor performance and implement corrective actions, including progressive discipline or recommending termination when necessary.
Foster a positive work environment by implementing strategies to motivate and engage the team, promoting collaboration, appreciation, accountability, and customer-centric culture.
Promote a positive work environment, recognizing achievements, and fostering a culture of continuous learning and professional development.
Identify and implement process improvements across all channels (call, SMS, chat, mail, email and claim appeals) to enhance efficiency, improve customer satisfaction and reduce complaints.
Resolve escalated customer issues by clarifying concerns, researching solutions, and implementing effective resolutions.
Ensure a consistent customer experience across all touchpoints by coordinating with other departments to address inquiries requiring multi-channel support or escalation.
Conduct regular quality checks, one on one meetings, and annual performance reviews.
Identify opportunities for professional development and career progression, supporting team members growth within the company.
Assist in the training and supervise personnel to maintain efficient workflows and ensure alignment with business goals.
Monitors and analyzes performance metrics across all channels, forecast volume and adjusting staffing schedules in alignment with business needs.
Perform additional duties as assigned to support the primary responsibilities of the role.