Supervisor, Customer Service_OPS

Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. The Customer Service Supervisor is responsible for overseeing the duties of the customer service staff, inspiring team members, and ensuring optimal efficiency in the Customer Service Department.

Responsibilities:

• 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

Requirements:

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