Member Experience Lead: Call Center Supervisor

LIBERTY DENTAL PLAN CORPORATION; Oklahoma City (OK); On-site; USD 56,000 - 63,000; Full time

Benefits offered by this job

401(k) plan

Dental coverage

Vision insurance

Life insurance

Flexible FSA

Wellness programs

Paid holidays

Tuition reimbursement

Remote or hybrid

Job summary

Liberty Dental Plan seeks a seasoned Supervisor, Member Services to lead the Las Vegas call center operations, drive service levels, and elevate member interactions.

You will coach supervisors, monitor performance metrics, and partner with internal teams to resolve issues while fostering a positive, compliant work environment.

This role offers a competitive salary, comprehensive benefits, and opportunities for advancement across U.S. markets.

Qualifications

• High school diploma or GED required.
• 2+ years call center supervisory experience.
• 4+ years customer service experience.
• 2+ years dental industry experience.
• Strong leadership and team development skills.
• Experience managing performance metrics and objectives.
• Ability to manage multiple priorities and deadlines.

Responsibilities

• Supervise daily call center operations and meet service level goals.
• Monitor call volumes and adjust staffing with analysts.
• Coach and motivate team for exceptional service.
• Lead employee engagement and recognition programs.
• Conduct performance evaluations and coaching.
• Address performance concerns with corrective action.
• Manage agent performance and implement improvements.
• Handle escalated member inquiries and ensure timely resolution.
• Collaborate with internal departments to resolve issues.
• Review call center metrics and identify improvement opportunities.
• Communicate updates to leadership.
• Develop and maintain policies and procedures.
• Identify training needs and coordinate development.
• Support recruiting and staffing with HR.
• Participate in continuous improvement and regulatory compliance.

Skills

Leadership & mentoring

Call center supervision

Performance metrics

Problem solving

Staff planning

Education

High school diploma or GED

Tools

Microsoft Excel

Microsoft Access

Job description

Liberty Dental Plan seeks a seasoned Supervisor, Member Services to lead the Las Vegas call center operations, drive service levels, and elevate member interactions.

You will coach supervisors, monitor performance metrics, and partner with internal teams to resolve issues while fostering a positive, compliant work environment.

This role offers a competitive salary, comprehensive benefits, and opportunities for advancement across U.S. markets.