Operations Leader: Group Administration & Coaching

Delta Dental of Washington

Spokane, Colville (WA, WA)

On-site

USD 56,000 - 79,000

Full time

5 days ago

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Job summary

Delta Dental of Washington seeks an Operations Supervisor to lead Group Administration and Support Teams, coaching and mentoring for results, and ensuring compliance and operational excellence. The role collaborates with quality and training teams to support performance improvements and customer satisfaction.

The company highlights strong benefits, including competitive health plans, a generous 401(k) match, and vacation accrual from day one.

Qualifications

Two years of experience in a call center or contact center.
Prior leadership experience is preferred.
Detail oriented with consistent follow-up practices.
Excellent interpersonal, verbal, and written communication skills.

Responsibilities

Oversee daily work of all team members, including those at other campuses.
Resolve customer concerns promptly and courteously, ideally at first point of contact.
Monitor call volumes, claim inventory, and performance metrics with real-time reports.
Coach team members on performance and development.
Coordinate meetings to inform staff of policy changes and service quality objectives.
Guide employees through escalated issues that are sensitive and complex.
Serve as SME for internal and external project teams and tasks.
Maintain effective communication with Delta Dental of Washington staff to ensure coordination and high member satisfaction.
Champion DEI and drive team culture aligned with company values.
Lead change management to adapt to evolving business needs.