Customer Service Supervisor

Stratacor; Bemidji (MN); On-site; USD 53,000 - 67,000; Full time

Benefits offered by this job

Medical & dental benefits

401(k) and PTO

Job summary

Stratacor, an affiliate of Delta Dental of Minnesota, seeks a Customer Service Supervisor to lead and coach a team of CSAs in a high-volume call center. You will recruit, train, and monitor performance, ensuring adherence to service levels and responsive customer support.

You will partner with Operations and HR to staff, train, and continuously improve processes while maintaining a focus on coaching opportunities and customer satisfaction.

Qualifications

• Demonstrated leadership abilities to influence customers and CSAs.
• Excellent verbal and written communication, with coaching skills.
• Experience coaching in a high-volume call center environment.
• Ability to manage multiple priorities and aggressive timelines.
• Proficiency with technology and reporting tools.

Responsibilities

• Recruit, train, and prepare CSAs to respond to customer questions.
• Provide leadership and hands-on management to CSAs.
• Monitor performance metrics such as service level and abandon rate.
• Collaborate with Workforce Management and HR on staffing needs.
• Ensure schedules and training are aligned with center objectives.
• Coach, support, and provide feedback to CSAs and teams.

Skills

Leadership

Communication

Time management

Coaching

Analytical thinking

Cross-functional collaboration

Problem solving

Technology aptitude

Reporting/Analytics

Education

High School Diploma or equivalency

Bachelor's degree or equivalent experience

Tools

Contact center technology

Job description

Delta Dental of Minnesota is the largest regional provider of dental benefits, passionately serving over 7,000 Minnesota and North Dakota-based purchasing groups and 4.5 million members nationwide. We provide a work environment that engages each individual while encouraging growth and professional development. We are proud to be named a Top Workplace employer for several consecutive years and value our team members for building this reputation.

GENERAL SUMMARY

A successful Customer Service Supervisor is a dedicated, supportive coach motivates Customer Service Agents (CSAs) as they assist customers via telephone. The Customer Service Supervisor will participate in the recruitment of team members, assist in the training process to ensure every CSA is well prepared for calls. You will support CSAs after training by monitoring their progress, ensuring they understand and meet expectations, answering questions, and provide ongoing coaching opportunities. This role ensures consistent daily adherence to performance metrics, such as service level and turn-around-time. Finally, you will act as primary management interface with Operations leaders regarding daily contact center operations.

To succeed as a Call Center Supervisor, you should be focused on helping your team build necessary skills and knowledge so they can better support customers. You should be supportive, communicative, and attentive.

This position will be with Stratacor, an affiliate of Delta Dental of Minnesota.

ESSENTIAL FUNCTIONS

• Recruit, train, and prepare CSAs to respond to customer questions, concerns and troubleshoot problems
• Provide leadership, direction and hands-on management to a team of CSAs
• Have a strong technology aptitude with the ability to multi-task in several technology applications at one time
• Manage daily operations relating, but not limited to: average speed of answer, abandonment rate and maximum wait time
• Partner with Operations Leaders, Human Resources, Training and Quality department colleagues to develop and execute on recruiting and training needs
• Ensures all scheduling requirements are addressed in partnership with Workforce Management, and tracked including team meetings, training and other off-line work for support center staff
• Ensure customer service team members understand and comply with all call center objectives, performance standards, and policies
• Answer agent questions regarding best practices or challenging telephone calls
• Identify operational issues and suggesting possible improvements
• Monitor and evaluate customer service performance, providing learning or coaching opportunities, and taking corrective action, if necessary
• Work with other customer service supervisors and members of management team members to support CSAs and maximize customer satisfaction
• Other job-related duties as assigned

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member. Duties, responsibilities and activities may change or be assigned at any time with or without notice.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• High level of dedication, enthusiasm, motivation, critical thinking, follow-through and accountability in a team and cross-functional environment
• Proven leadership abilities as demonstrated by the capacity to influence customers and team members in support of business initiatives
• Ability to manage multiple priorities and aggressive timelines
• Ability to communicate effectively, direct and motivate a team
• Demonstrated collaboration, influence management and negotiation skills
• Intermediate to advanced skills with contact center technology
• Ability to create reporting and conduct analysis of data and information, providing operational insight to the business
• Ability to create strong partnerships across the business
• Ability to probe and look past symptoms to identify underlying causes of issues and opportunities

REQUIRED EDUCATION AND EXPERIENCE

Required Qualifications:

• High School Diploma orequivalency
• Exceptional verbal and written communication skills
• Strong understanding of company products, policies, and services
• Ability to coach, train, and motivate employees and evaluate their performance
• Excellent problem solving, leadership, and customer service skills
• Time management and task management skills are essential
• Analytical, efficient, and thorough
• Ability to remain calm and courteous under pressure and navigate tense situations, especially during busy hours
• Operational experience in a high-volume call center environment
• Strong proficiency with technology, especially computers, software applications, and phone systems.

Preferred Qualifications:

• Bachelor's degree; or equivalent combination of education and experience
• Five (5) or more years of customer service experience

WORK ENVIRONMENT/PHYSICAL DEMANDS

• Travel Requirements:<10%
• Weight Lifting Requirements:20 lbs.
• Sedentary Work:Prolonged periods of time sitting at a workstation

RELATIONSHIPS

• Reports To:Senior Customer Service Manager
• Directly Manages:Customer CenterAgents (CSAs)
• Internal Relationships:Functional Areas including Workforce Management, Quality & Training, Human Resources, Operations leadership
• External Relationships:Provider, Broker, Group Administrators, Dental office personnel and Members

BENEFITS & COMPENSATION

Benefits for this position include medical, dental, vision, and life insurance; disability coverage, flexible spending plans, a 401(k) plan, Paid Time Off (PTO), and Holidays. Visitfor more information.

The starting salary range for this position is $52,500 and $66,750.00. Salary offers will typically be made in the listed range. The Company takes into consideration a candidate's education, training, and experience, as well as the position's work location, expected quality and quantity of work, required travel (if any), external market and internal value, including merit process and internal pay alignment when determining the salary for potential new team members. In compliance with state and federal regulations, a potential new team member's salary history will not be used in compensation decisions.

EQUAL EMPLOYMENT OPPORTUNITY (EEO) STATEMENT

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.