Job Description
Director Customer Experience Center
Remote US
Full time
job requisition id
R-2884
Set operational objectives and business direction for division in order to meet VSP’s short and long-range goals. Responsible and accountable for the entire operation, including operations performance, leading, supporting, developing, and managing people managers and managers of managers, to achieve the business objective in all performance areas of the Division.
Manage operation performance to business objectives.
Regularly communicate with executive team and B2B contacts regarding performance and operation.
Drive operational performance of client-required metrics.
Deliver consistently exceptional service.
Drive high level of employee engagement, satisfaction, and retention.
Provide leadership and coaching to staff to accomplish business goals and prepare them for future roles in division and company.
Partner and coordinate with peers for a seamless operations and customer experience.
Thorough understanding of call center management, technology, best practices, and operations.
Provide leadership to staff through direction, example, and coaching to accomplish business goals and to develop team for current and future roles.
Manage overall operational budget to meet financial performance objectives.
Assure effective communications are maintained within the unit and externally. Where appropriate, inform employees as to plans and progress.
Job Specifications
Typically has the following skills or abilities:
Bachelor’s degree in related field or equivalent experience; Minimum of 2 additional years of experience related to functional area
Minimum of 6 years of management experience with responsibilities for hiring, training, assigning work, and managing performance of direct reports
Current understanding of automated systems and technology as applied to a call center environment
Experience in implementing significant systems and process changes
Proven ability to work in partnership with other managers to accomplish objectives
Demonstrated results in leading initiatives that increased savings and improved service quality or increased customer retention
Manage complex division projects where independent action, high degree of initiative, and coordination across departments is required
Analytical and able to connect business and strategy requirements with own work scope
Skilled motivator who can increase employee engagement
Strong written and oral communication skills
Ability to effectively manage multiple, simultaneous tasks, problems, and projects
Willingness to travel and be on short-term implementation projects
Working Conditions
The working environment is generally favorable, lighting and temperature are adequate and there are no hazardous or unpleasant conditions caused by noise, dust, etc.
The above information on this description had been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job grade.
Compensation range for the role is listed below. Applicable salary ranges may differ across markets. Actual pay will be determined based on experience and other job-related factors permitted by law. As a part of the compensation package, this role may include eligible bonuses, equity and commissions.
Salary Range:
100000
–
157500
VSP Vision is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, gender, race, color, religion, sex, national origin, gender identity, sexual orientation, disability or protected veteran status. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
As a regular part of doing business,VSPVision (VSP)collects many different types ofpersonal information, including protected health information, about ouraudiences, includingmembers, doctors,clients, brokers, business partners,andemployees. VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.