Supervisor Customer Operations

Delta Dental • Alpharetta, GA

13d

About The Position

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.

Requirements

• 5+ years as IC w/Associate’s degree
• 0+ years supervisory
• Knowledge, Skills, Abilities

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees