Lead a High-Performing Call Center Team and Make a Meaningful Impact on Member Experience
At Liberty Dental Plan, we are committed to delivering exceptional service to our members. We are seeking an experienced and motivated Supervisor, Member Services to lead daily call center operations, inspire a customer-focused team, and drive performance excellence. If you thrive in a fast-paced environment, enjoy coaching and developing employees, and are passionate about creating outstanding member experiences, we encourage you to apply.
About the Role
The Supervisor, Member Services is responsible for overseeing all call center activities and ensuring operational goals, service standards, and performance objectives are consistently met or exceeded. This role provides leadership, coaching, performance management, and operational oversight while fostering a positive and productive team environment.
What You'll Do
- Supervise daily call center operations and ensure service level goals and performance guarantees are achieved.
- Monitor call volumes and collaborate with analysts to adjust staffing levels based on business needs.
- Coach, mentor, and motivate team members to deliver exceptional customer service and professional interactions.
- Foster a positive team culture through employee engagement initiatives, recognition programs, and morale-building activities.
- Conduct performance evaluations and provide ongoing coaching and development.
- Address employee performance concerns through progressive coaching and corrective action when appropriate.
- Manage agent performance and implement improvements to increase efficiency and service quality.
- Handle escalated member inquiries and ensure timely resolution and documentation.
- Partner with internal departments to resolve complex member issues and improve service outcomes.
- Monitor live and recorded calls to evaluate quality, accuracy, and adherence to standards.
- Review and analyze call center metrics, trends, and reports to identify opportunities for improvement.
- Communicate project updates and operational performance to leadership.
- Develop and maintain departmental policies, procedures, and best practices.
- Identify training needs and coordinate development opportunities for staff.
- Support recruiting and staffing efforts in partnership with Human Resources and staffing agencies.
- Assist with call center operations and Help Desk activities as needed.
- Participate in continuous improvement initiatives that enhance service, efficiency, and compliance.
- Ensure adherence to regulatory requirements, privacy standards, and company policies.
What You'll Bring
Required Qualifications
- High school diploma or GED.
- Minimum of 2 years of call center supervisory experience.
- Minimum of 4 years of customer service experience.
- Minimum of 2 years of dental industry experience.
- Strong leadership, coaching, and team development skills.
- Ability to make sound business decisions and solve problems effectively.
- Experience managing performance metrics and operational objectives.
- Strong organizational skills with the ability to manage multiple priorities and deadlines.
- Ability to work independently while collaborating across departments.
Preferred Qualifications
- Advanced Microsoft Excel skills, including data analysis and reporting.
- Experience creating or maintaining Microsoft Access databases.
- Knowledge of call center operations, metrics, and telecommunications technology.
- Project management experience.
- Ability to analyze operational data and develop actionable recommendations.
Why Join Liberty Dental Plan?
- Lead a team that directly impacts member satisfaction and service excellence.
- Play a key role in developing employees and shaping a positive workplace culture.
- Partner with cross-functional teams to improve processes and drive operational success.
- Contribute to continuous improvement initiatives that make a meaningful difference for members and the organization.
- Take ownership of a highly visible leadership role with opportunities to influence performance and results.
Work Environment
This position is primarily performed in an office environment and involves extensive computer use, sitting, typing, and close visual work.
Ready to Make an Impact?
If you're an experienced call center leader with a passion for customer service, employee development, and operational excellence, we'd love to hear from you. Apply today and help Liberty Dental Plan deliver exceptional service to the members and communities we serve.