Supervisor, Customer Experience

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 the work of unit personnel, ensuring consistent, accurate, and timely processing to ensure department 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 are 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 external 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 a related field or equivalent experience Minimum of 2 years of leadership experience in a business-related environment Ability to communicate with 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 (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment. 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.

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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 - $108,078.00 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, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Unincorporated LA County Residents: Qualified Applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act, and any other similar laws. As a regular part of doing business, VSPVision (“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. #J-18808-Ljbffr VSP Vision