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.
Essential Functions
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
Working Conditions
The working environment is generally favorable, lighting and temperature are adequate, and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
The above information on this description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job grade.
#LI-REMOTE
#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: $47,500.00 - $93,750.00
VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
Notice to Candidates: Fraud Alert - Fake Job Opportunity Solicitations Used to Collect Fees/Personal Information.
We have been made aware that fake job opportunities are being offered by individuals posing as VSP Vision and affiliate recruiters. Click here to learn about our application process and what to watch for regarding false job opportunities.
As a regular part of doing business, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.
