Operations Supervisor

DELTA DENTAL OF VIRGINIA•Roanoke, VA

About The Position

The Operations Supervisor provides daily leadership, oversight, and operational support to Contact Center team members, typically overseeing 15–25 direct reports. This role is responsible for ensuring inbound member and provider call activity meets established service level, quality, productivity, and compliance standards. In addition to people leadership, the Supervisor serves as an operational analyst and technology support liaison, responsible for monitoring performance metrics, analyzing trends, supporting workforce efficiency, and providing first-level troubleshooting for call center systems. This position works closely with Workforce Management, Quality Assurance, IT Helpdesk Support, and other Operations leaders to support system enhancements, process improvements, and strategic initiatives across the organization.

Requirements

Minimum of two years of contact center or customer service experience.
Strong proficiency with Microsoft Office, particularly Excel for reporting and analysis.
Demonstrated experience with call center metrics, analytics, and trend analysis.
Working knowledge of call center systems and telecommunications technology.
Strong organizational, analytical, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.

Nice To Haves

Supervisory or team-lead experience preferred.
Prior experience in dental, healthcare, or insurance environments preferred.

Responsibilities

Supervise and provide daily leadership to Contact Center team members, typically 15–25 direct reports.
Monitor call queues, adherence, and service levels; partner with Workforce Management to adjust staffing and workflows.
Coach and motivate team members through call monitoring, quality feedback, and recurring one-on-one meetings.
Perform employee goal setting, evaluations, disciplinary actions, and development planning.
Maintain daily, weekly, and monthly operational reports and analyze performance trends.
Serve as a first-level technology support resource and submit IT Helpdesk tickets as needed.
Participate in system implementations, UAT testing, and process improvement initiatives.
Partner with HR on hiring, onboarding, training, and workforce planning.
Maintain attendance records and complete bi-monthly payroll approvals.
Escalate unusual operational, system, or employee issues to leadership.
Perform other duties as assigned.