SUPERVISOR, TRAINING

About Us:

Delta Dental of New Jersey, established in 1969 as the state's largest dental coverage provider, has grown over more than 50 years to serve over 1.7 million people across New Jersey and Connecticut. As part of the national Delta Dental Plans Association, we connect over 75 million people with quality dental coverage through 139,000 groups nationwide.

In Connecticut we operate through Delta Dental of Connecticut, Inc., which writes fully insured dental coverage. In New Jersey, Delta Dental of New Jersey, Inc. writes fully insured and self-funded dental benefit programs. Our comprehensive offerings include managed care, approved fee for service, PPO, and HMO-type programs, as well as dental access and individual dental plans. We also offer DeltaVision® in conjunction with VSP®, serving more than 88 million members through nearly 137,000 access points nationwide.

With a team of 300 dedicated employees, we remain committed to innovation and excellence in dental insurance, as reflected in our Standard & Poor's "A+" rating for financial strength. Our commitment extends beyond business through the Delta Dental of New Jersey Foundation, which awards nearly $1 million annually to support dental care for underserved populations, educational scholarships, and community programs.

Our Mission Statement is to promote oral health to the greatest number of people by providing accessible dental benefit programs of the highest quality, service, and value. Join our growing team and be part of an organization that values associate development, promotes wellness initiatives, supports diversity, and provides opportunities to volunteer for causes you care about.

Benefits:

In addition to a great culture, we offer excellent benefits including medical, RX, dental and vision, matching 401k, tuition reimbursement, and generous time off to recharge. We value our associates and support everyone with learning and development, active wellness and diversity initiatives, and even paid time off to volunteer at causes that you care about.

Job Summary

Educate new and existing associates on how to effectively perform their job responsibilities. Provide on-the-job education as well as remote training to ensure everyone is current with changes in the industry that affect job requirements. Address advancements in technology, the latest findings from research and development and changes in the marketplace. Supervises the responsibilities of the Training Coordinator to ensure that the needs of the organization are met.

Develop and implement training curriculum to a range of learning styles and delivery techniques for contact center agents and claims examiners. Manage the learning process and foster team building, professional development, and self-management. Responsible for accurate record keeping of all training sessions and attendees. Provide constructive feedback to trainees during training and all assessment, tasks. Develop and implement quarterly training curriculum to achieve corporate and departmental goals.

Essential Functions & Responsibilities

Training Development & Delivery

Design and conduct comprehensive training programs including 6-week Customer Service Agent and 5-week Claims Examiner courses

Create customized training plans, schedules, and materials for special initiatives

Provide one-on-one training for both advancement and skill refreshment

Develop training strategies that increase departmental efficiency and effectiveness

Support operations with specialized project training as needed Performance Management

Assess training effectiveness through immediate and follow-up evaluations

Develop performance documentation for all associates

Provide constructive feedback during training and assessment activities

Calculate ROI of training programs where appropriate

Gather participant feedback to continuously enhance curriculum

Provide feedback from program participants and Operations leaders back to the Call Center Support team as appropriate and participate in the development effort to enhance the curriculum based on that feedback

Essential Qualifications

DDNJ/CT Competencies:

Accountability/ Decision Making/ Judgement

Adaptability-Flexibility

Communication-Listening Skills

Customer Focus

Confidentiality

Creativity/Innovation

Problem Solving-Analysis

Collaborative Process - Teamwork

Ability to Maintain Composure

Dependability

Planning and Driving Execution

Independent Worker

Competent Public Speaker

Excellent Writing Skills

Excellent Organizational Skills

Knowledge, Skills & Abilities

Mastery of PC skills in Windows - Word, Excel, PowerPoint and Visio

Ability to learn and master new software applications as required

High level competency in mathematics

Excellent verbal and communication skills

Excellent leadership, management, and interpersonal skills

Must be an effective multi-tasker with strong time management skills

Must be able to maintain a high level of confidentiality

Must be highly organized, detail-oriented and a self-starter with strong analytical skills Required Physical Abilities

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Ability to sit and perform extensive close keyboard and PC work

Ability to walk, talk or hear

Occasionally required to stand and reach with hands and arms Working Environment

Ability to meet deadlines and attendance standards.

The noise level in the work environment is usually moderate.

This classification will be required to sign a confidentiality agreement. Experience, Education and Certifications Required

Experience Required

Previous experience teaching or conducting training programs (at least 1 year)

Customer Service and/or Claims Processing experience, a plus

Insurance and Dental knowledge, highly desired

Excellent platform skills and the ability to interact effectively with people at all levels of an Operations Department Preferred Educational Level

Bachelor's degree in Business, Human Resources, Management, or a related field