Supervise, evaluate, and develop customer service staff in support of customer satisfaction goals for all publics
Monitor work of unit personnel ensuring standards are met for assigned business functions/channels of service
Develop, maintain, and monitor unit standards, processes, and procedures to ensure efficient, accurate processing
Assure effective communications are maintained within the Unit and externally
Be alert to customer trends and potential problems, escalate issues as appropriate
Assist in the development of unit budget, monitor expenses to ensure costs are within established levels
Coordinate with other units/departments to facilitate special requests and resolve workflow issues

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
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

Customer Experience Supervisor

Key skills