Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics. Contribute to the achievement of division and corporate action plans
Establish effective relationships with direct reports and maintain/improve employee satisfaction as defined through company measurements including upward evaluation, employee satisfaction survey, retention, etc.
Monitor work of unit personnel ensuring consistent, accurate, and timely processing to ensure departments standards are met for assigned business functions/channels of service, assign resources appropriately to ensure balanced support in all channels
Develop, maintain, and monitor unit standards, processes, and procedures to ensure efficient, accurate, and measurable processing
Assure effective communications are maintained within the Unit and externally; ensure that staff is aware of division and corporate goals and objectives and their role/contribution in achieving them
Be alert to customer trends and potential problems developing that negatively impact service; elevate issues as appropriate; recommend and implement procedural and system changes to deliver quality service to internal and externals customers
Act as a subject matter expert for call handling processes and procedures
Assist in the development of unit budget, monitor expenses to ensure costs are within established levels; seek out process improvements that result in administrative cost savings without a negative impact to the quality of service provided to customers
Coordinate with other units/departments to facilitate special requests, resolve workflow issues, production issues, and escalated customer inquiries
Recommend and implement procedural and system changes to deliver quality service to internal and external customers
Job Specifications
Typically has the following skills or abilities:
Bachelor's degree in related field or equivalent experience
Minimum of 2 years of leadership experience in a business-related environment
Ability to communicate to all levels of the company
Strong organizational and project management skills
Excellent verbal and written communication skills
Proficient with spreadsheet and word processing applications
Ability to work with a variety of system applications
General knowledge of call center technology and servicing channels is desired, but not required
Ability to analyze work processes and make recommendations to improve department efficiency
Ability to regularly exercise discretion and independent judgment in the performance of his/her job duties
For roles that are remote (i.e., Work From Home (WFM)) or hybrid (i.e., partial onsite at a VSP location and WFM), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment
#LI-VISIONCARE
Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding VSP Vision benefits, please click here.
Salary Ranges: $58,656.00 - $102,828.00
