Customer Service Supervisor
$59,000–$86,900 year
HybridScottsdale, Arizona, United States
Job Summary
Interview, hire, and train new hires while developing and delivering a formal mentorship program with subject matter experts. Supervise a team of call center agents by conducting quality review audits, observing performance, and providing coaching based on adherence to policies and audit findings. Analyze quality assurance data to identify trends, report findings, and integrate approved changes into training materials. Handle escalated calls during high volume, approve biweekly timecards, and administer annual performance evaluations and bonus determinations. Maintain comprehensive knowledge of all policies, procedures, and plan benefits for operations. This hybrid role in Scottsdale, Arizona, offers a base salary of $59,000–$86,900. Delta Dental of Arizona is transforming into a multi-line health and wellness organization, cultivating a collaborative culture where employee contributions are celebrated.
Required Qualifications
- High school diploma or equivalent
- Two or more years Call Center experience
- One year of quality assurance and/or staff development in a customer service environment
- Excellent written and verbal communication skills
- Experience monitoring all types of customer contacts and providing feedback
- Proficiency in Microsoft Word and Excel
- Self-motivation
- Ability to work in a team environment
- Ability to perform comfortably in a fast-paced, deadline-oriented work environment
- Must be able to verify identity and eligibility to work in the United States
- Must complete the required employment eligibility verification form upon hire
Desired Qualifications
- Bachelor's degree
- Dental or medical experience
- Passion for helping customers and developing people
- Natural leadership in helping others in a genuine and supportive way
- Adaptability and creative problem-solving talents
- Experience in training and coaching
- Experience providing support to the Customer Service team
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.