Supervisor, Customer Service_OPS

Versant Health; City of Troy (NY); On-site; USD 58,600 - 61,000; Full time

Benefits offered by this job

Health and dental insurance

Tuition reimbursement

401(k) with company match

Pet insurance

Fixed annual salary with no bonuses

Employee wellness resources

Job summary

A leading vision care administrator is seeking a Supervisor, Customer Service in Troy, NY. The role involves overseeing customer service staff, inspiring team members, and driving process improvements in the call center. Ideal candidates should have at least 3 years of experience in a customer care environment and prior supervisory experience, preferably in healthcare. This full-time position offers a competitive compensation package, including health benefits and opportunities for professional development.

Qualifications

• Minimum 3 years of experience in inbound customer care or call center environment.
• Prior supervisory experience required; call center experience in healthcare preferred.
• Experience in the vision insurance industry preferred.

Responsibilities

• Oversee customer service staff duties and lead by example.
• Handle escalated phone calls and coach staff.
• Drive process improvement and increase quality in the call center.

Skills

Customer-centric approach

Excellent communication skills

Leadership skills

Motivating team members

Education

High School Diploma or equivalent

Bachelor's degree in business or equivalent work experience preferred

Tools

Microsoft Office

Job description

Who are we?

Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision.

Supervisor, Customer Service

As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us. See how you can make a difference with the support of strong leadership and a team environment. See Everything, Be Anything™.

Responsibilities

The Customer Service Supervisor is responsible for overseeing the duties of the customer service staff as well as inspiring and leading the team members by example. They should be customer‑centric, motivate staff to achieve business goals and provide feedback to the Customer Service Management team. The Customer Service Supervisor will also take escalated phone calls, direct processes, and coach Customer Service Associates for optimal efficiency in the Customer Service Department.

The Customer Service Supervisor will work closely with various team members in the department to drive process improvement, increase quality, and ensure appropriate levels of training are achieved.

Where you will have an impact

• Assist with the planning and implementation of call center strategy
• Assist with hiring and onboarding new call center employees
• Ensure a friendly and motivating work environment
• Ensure adherence to company’s policies and procedures, including but not limited to schedule adherence and timecard maintenance.
• Keep the management team informed of recurring issues and problems
• Prepare client ready and departmental reports
• Assist in the formulation of targets for individuals and teams
• Answering questions from staff and providing guidance and feedback
• Coach and develop Customer Service Associates
• Excellent communication and written skills
• Provide recommendations for improvement to call flow, scripting, and training
• Work in conjunction with the Quality Department to identify areas of development for CSA not meeting QA standards and those in need of coaching
• Phone interaction with members, providers, and other external and internal constituents
• Complete other duties as assigned that fall within the scope of delivery of good customer service
• Other duties as assigned

What’s necessary to do the job?

• High School Diploma or equivalent. Bachelor’s degree in business or equivalent work experience preferred
• Minimum Three (3) years of experience working in an inbound customer care or call center environment
• Prior supervisory experience required; including call center experience in a healthcare, insurance, and/or account management work environment preferred
• Proficiency in Microsoft Office
• Experience in the vision insurance industry is preferred

We offer a comprehensive and competitive total rewards package designed to support your health, financial well‑being, and work‑life balance. Benefits include medical, dental, and paid vision coverage; paid time off and company holidays; retirement savings with employer contribution; employee wellness resources; and professional development opportunities. Additional benefits may include flexible work arrangements, employee assistance programs, and other programs that support you both at work and beyond.

This role is compensated through a fixed annual salary. The expected salary range for this position is $58,600.00 – $61,000.00 annually, based on role scope, experience, and market considerations. This position is not eligible for bonus or incentive compensation.

HIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be always protected. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

Versant Health is a proud Equal Employment Opportunity and Affi­ne­c­tive Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.