Job Description
We are seeking a proactive and experienced Customer Service Supervisor to oversee the day-to-day operations of our federal contact center team. This role is responsible for leading a team of advocates, driving performance metrics, supporting regulatory compliance, and ensuring exceptional service delivery. The ideal candidate brings strong leadership, problem-solving, and operational oversight skills within a healthcare or health insurance environment.
Please note this is a hybrid position based out of our Rancho Cordova, CA location. We are considering candidates that are within a reasonable commuting distance to the office.
Responsibilities

Supervise daily customer service functions to ensure timely and accurate resolution of inquiries.
Oversee unionized staff, including interviewing, onboarding, coaching, setting goals, and performance evaluation. Supervise seasonal contract staff as needed.
Manage workflow, adjust staffing levels, and monitor work assignments to meet business needs.
Ensure completion of requests escalated from the Call Center or other departments within required timeframes.
Resolve escalated and sensitive member issues and serve as part of the leadership escalation response team.
Conduct monthly 1:1s with team members and host regular team meetings to support engagement and development.
Lead or support training on new processes impacting quality assurance and customer service delivery.
Monitor and report team progress toward departmental and enterprise goals.
Support regulatory audits and assist compliance teams with updating complaint/grievance documentation.
Participate in hiring, especially during peak seasons, including interviewing and onboarding.
Attend leadership meetings (three times per week) and represent the department in enterprise or cross-functional initiatives.
Take ownership of special projects such as paper reduction initiatives or other business improvement efforts.
Team Structure and Collaboration
Supervise approximately 11 federal contact center agents (exact number may vary based on experience and team needs).
Collaborate with coordinators to support the team's question-and-answer chat and daily operations.
Provide day-to-day support and communication via Teams chat,and email.
Serve as a key member of the leadership team with influence on performance metrics and team development.
Work Schedule and Expectations
Standard hours: Monday to Friday, approximately 8:20 AM - 5:00 PM.
One evening shift per week (typically 7:00 PM - 9:00 PM) to support extended program hours.
Occasional weekend hours (usually Sundays) to support business system checkouts-approximately two months per year.
In-office presence required two days per week.
Additional in-person attendance every other month for team meetings and for company/leadership events as needed.

Qualifications

5+ years of experience as an individual contributor in a healthcare or health insurance environment; supervisory experience a plus!
Strong time management, organizational, and multi-tasking skills.
Analytical and detail-oriented, with strong problem-solving and negotiation capabilities.
Experience with claims, premium billing, or health plan operations a plus.
Proven ability to coach, train, and motivate team members in a fast-paced, service-driven environment.
Ability to make informed business recommendations and implement process improvements.
Comfortable with both virtual and in-person collaboration; flexibility for evening/weekend work as needed.
Willingness to lead initiatives, support regulatory readiness, and contribute to enterprise goals.
Ability to build strong cross-functional relationships and foster team development.

Base Pay Information
The national base pay range at the end is a good faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental's assessment of the candidate's knowledge, skills, abilities (KSAs), related experience, education, certifications, and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity.
Pay Grade 18. $56,900 - $119,200
About Us
Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

Competitive base and incentive pay
401(k) with robust matching and non-matching contributions
Rich medical & pharmacy benefits
100% employer-paid dental and vision benefits
Holistic wellbeing program with deep financial incentives
Generous paid time off plus 12 paid holidays and your birthday off
Culture of growth and learning: career development; tuition reimbursement; recognition program
Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
Social responsibility and volunteer opportunities
Employee discount program

Fair Chance Ordinances and Criminal Background Considerations
This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A.
Important Work Authorization Information
Please note, Delta Dental will not sponsor applicants for work visas for this position.
#LI-Hybrid
About the Team
At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care - but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all.
We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie.
Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media. Follow Delta Dental Ins. on Facebook and Instagram, #LifeatDDins on Facebook and Instagram, Delta Dental Ins. on Twitter and Delta Dental Ins. on LinkedIn. If you've got an appetite for innovation and want to be a part of a team that's transforming the future of health care, join us!
Since 1955, we have offered comprehensive, high-quality oral health care benefits to millions of enrollees and built the strongest network of dental providers in the country. The Delta Dental of California network includes affiliates Delta Dental Insurance Company; Delta Dental of Pennsylvania; Delta Dental of New York, Inc.; Delta Dental of the District of Columbia; Delta Dental of Delaware, Inc.; and Delta Dental of West Virginia, providing dental benefits to more than 31 million people across 15 states, the District of Columbia, Puerto Rico and the Virgin Islands.
The company and its affiliates are part of Delta Dental Plans Association (DDPA), a not-for-profit national association based in Oak Brook, Illinois. Through our national network of Delta Dental companies, we offer dental coverage in all 50 states, Puerto Rico and other U.S. territories. We offer vision coverage through DeltaVision in 15 states and the District of Columbia. Collectively, we deliver benefits to more Americans than any other dental insurance company.
Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment-Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.
Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.
Proof of eligibility to work in the United States must be provided if selected for hire.
*Delta Dental includes: Delta Dental of California, Delta Dental Insurance Company, Delta Dental of Pennsylvania, and Delta Dental of New York
If You Are A Current Employee Click Here To Apply

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