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/
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.
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
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.