Customer Service Supervisor

As 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.

• 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.

• 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.