Fidelio Dental Insurance, a regional leader in dental coverage for nearly 40 years, is hiring a Call Center Supervisor to join our growing in-person team in Glenside, PA. We’ve doubled the size of our Contact Center in a short period and are looking for a strong leader to help support and guide our next phase of growth.
Responsibilities:
- Supervise a team of Contact Center Agents handling over 400 calls per day
- Monitor and review calls for quality, accuracy, and professionalism
- Provide coaching, feedback, and performance evaluations
- Train and onboard new agents; assist with scheduling and workforce planning
- Resolve complex or escalated inquiries from members, providers, and brokers
- Collaborate with internal teams (claims, eligibility, provider relations) to improve workflows
- Maintain and manage input within our proprietary in-house call logging system
- Promote a culture of continuous improvement, teamwork, and accountability
Qualifications:
- Minimum 3 years of experience in a dental or health insurance call center
- At least 1 year in a team lead or supervisory role
- Strong understanding of dental plan benefits, provider networks, and claims processing
- Skilled in coaching, call quality monitoring, and performance management
- Ability to lead in a high-volume call environment (400+ daily calls)
- Familiarity with CRM or call center software; experience with proprietary systems is a plus
- Must be available to work full-time, in person, Monday–Friday from our Glenside office
Compensation & Benefits:
- Paid time off and company holidays
- Growth potential
- Stable, mission-driven organization with long-term client relationships
Why Join Fidelio?
At Fidelio, we pride ourselves on:
- Open communication and an open-door policy
- A culture of collaboration and mutual respect
- A commitment to continuous improvement and innovation
- A team-first environment where everyone’s input is valued
Job Type: Full-time
Pay: $20.00 - $26.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Paid time off
Work Location: In person
