SummaryAs a Customer Service Supervisor in Vision Care Services, you will lead a team of customer service agents, focusing on their development and ensuring the delivery of high-quality service. You will be responsible for managing call center KPIs and supporting brand objectives, acting as a subject matter expert to champion customer satisfaction.
Responsibilities- Establish goals for team members by gathering operational, customer-based, and business-specific information.
- Identify trends at the agent and content level and escalate to the appropriate channel.
- Maintain quality service by managing to quality and customer service standards.
- Analyze and resolve quality and customer service problems.
- Prepare and discuss associate and department performance with team members.
- Partner with training and business intelligence teams to develop tools and methodologies for performance management.
- Develop methodologies for root cause analysis of frequent call types and drive organizational change to minimize these calls.
- Ensure continuous process improvement through analysis, procedural evaluation, and system enhancements.
- Manage employee teams, recruit, drive engagement, coach, and develop staff.
- Facilitate appropriate performance management actions.
- Provide recommendations to leadership regarding staffing needs to meet service level objectives and metrics.
Requirements- Bachelor's degree or equivalent experience.
- 3+ years of proven success in leading, managing, and inspiring teams or individuals.
- Strong analytical and problem-solving skills.
- Ability to form relationships and partnerships across multiple levels of management.
- Strong negotiation skills.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, MS-Project, Access & Outlook).
- Ability to learn new software and systems.
- Preferred: 5+ years in a high-volume contact center, addressing customer questions or resolving customer issues.
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