Supervisor - Customer Service, VSP Vision Care

Vision Service Plan - Rancho Cordova, CA (30+ days ago)3.8


VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we’re all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/

General Summary

Under general supervision of the manager, 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 performance of direct reports; provide prompt and objective feedback, coaching and counseling, including corrective action plans as appropriate; collaboratively develop individual development plans for all staff; conduct performance reviews and recommend salary increases; coordinate with training department to ensure all staff receives appropriate training

Monitor work of unit personnel ensuring consistent, accurate and timely processing to ensure departments standards are met for assigned business functions/channels of service, assigns 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

Participate in the hiring and interviewing process for open positions within the unit ensuring that the most qualified candidates are selected

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 Business Administration or equivalent work experience

Minimum of five years of experience in a fast-paced customer service environment

Minimum of five years supervisory/lead experience preferably in a call center 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 exercises discretion and independent judgment the in performance of his/her job duties

Working Conditions / Physical Demands

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.

The above information in this description has 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.

VSP Global is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to 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.