Supervisor, Customer Experience

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