Supervisor, Customer Experience

VSP Vision; United States; Remote; USD 59,000 - 108,000; Full time

Job summary

VSP Vision in the United States seeks a senior customer service supervisor to lead, evaluate, and develop staff to sustain customer satisfaction goals across all publics. This role emphasizes building strong relationships, monitoring operations, and guiding process improvements in a dynamic call center environment.

You will establish relationships with direct reports, align with corporate plans, and drive performance through effective communication and staffing decisions.

Qualifications

• 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.

Responsibilities

• Supervise, evaluate, and develop customer service staff to achieve satisfaction goals.
• Establish relationships with direct reports and monitor employee satisfaction.
• Monitor unit work and allocate resources for balanced channel support.
• Develop, maintain, and monitor unit standards and procedures.
• Communicate division goals and employee roles clearly.
• Identify customer trends and implement improvements to service quality.
• Serve as subject matter expert for call handling processes.

Skills

Leadership

Communication

Project management

Process analysis

Education

Bachelor's degree

Tools

Excel

Word

Job description

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.