Versant HealthRemote
Supervisor, Customer Service_OPS
United States of America
Full Time
2 hours ago
$59,000 - $61,000 USD
H1B Sponsor Likely
Key skills
Customer serviceSupervisory experienceCall center experienceMicrosoft OfficeVision insurance knowledgeCoaching skillsTeam motivationAccount Management
About this role
Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of clients nationwide. The Customer Service Supervisor is responsible for overseeing the customer service staff, motivating team members, and ensuring optimal efficiency in the Customer Service Department through coaching and process improvement.
Responsibilities:
- Overseeing the duties of the customer service staff
- Inspiring and leading the team members by example
- Taking escalated phone calls
- Directing processes
- Coaching Customer Service Associates for optimal efficiency in the Customer Service Department
- Assisting with the planning and implementation of call center strategy
- Assisting with hiring and onboarding new call center employees
- Ensuring a friendly and motivating work environment
- Ensuring adherence to company’s policies and procedures, including but not limited to schedule adherence and timecard maintenance
- Keeping the management team informed of recurring issues and problems
- Preparing client ready and departmental reports
- Assisting in the formulation of targets for individuals and teams
- Answering questions from staff and providing guidance and feedback
- Coaching and developing Customer Service Associates
- Providing recommendations for improvement to call flow, scripting, and training
- Working 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
- Completing 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
- Prior supervisory experience required; including call center experience in a healthcare, insurance, and/or account management work environment
- Proficiency in Microsoft Office
- Bachelor's degree in business or equivalent work experience
- Experience in the vision insurance industry