Call Center Supervisor

Delta Dental of NJ, located in Parsippany, is currently seeking a call center professional to join our growing team.  Our supervisors lead a group of call center agents and coach them to provide exceptional customer experiences for our members and subscribers.  This is a fulltime hybrid position, in the office Tuesdays and Wednesdays, and remote Mondays, Thursdays and Fridays.  

The candidate we're looking for will have experience working in an insurance call center and managing to standard call center metrics, and have an understanding of claims, and ideally medical or dental procedural codes.  In addition, we seek individuals who value servicing customers and are solutions oriented and positive influencers to their teams and colleagues.  Delta Dental offers outstanding benefits including medical, dental, Rx and vision, matching 401k, tuition reimbursement, continuous career development, and ample paid time off.  

Additional position details:

• Hires, coaches and develops Call Center Agents to respond to customer questions regarding claims, benefits, website and mobile app.  

• Ensures agents 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 and associates’ yearly reviews

• Ongoing analysis of procedures and calls to improve call handling and claims processing efficiency 

• 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 attndance standards

• Insures that all Delta Dental’s practices and policies are adhered to, administers the union contract.

Essential Qualifications

DDNJ Competencies 

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

Required Educational Level