Senior Manager, Customer Service Training

Plan, develop, coordinate, and execute training and development programs and strategies within a Customer Service environment.

Develop and implement all training programs that meet VSP Vision's service requirements, goals & strategies

Effectively manage the vision and purpose for the training department that supports current strategy and action plans

Identify, develop, and evaluate new training programs, tools, and resources applicable for the Customer Care Division to further develop skills

Partner and collaborate with divisional management teams, cross-LOB leaders, and other business partners with design and development of training modules for divisional and corporate-related initiatives/projects

Strategically Identify, plan, organize, and execute course offerings and delivery methods for all internal Customer Care training programs, division, and corporate projects

Anticipate and plan for future training needs and deliverables for division and other lines of business

Oversee logistics of training, including locations and supplies

Manage and evaluate trainer performance and infrastructure of the training department

Develop the department budget for manager approval and monitor unit expenses to ensure unit costs are within established levels

Develop, maintain, and monitor department quality measurements

Manage and resolve workflow or production issues

Develop and implement training programs to ensure Unit Supervisors and Customer Service Representatives receive appropriate training

Develop reporting that is relevant to training accomplishments and effectiveness. Ensure reporting is communicated to the appropriate audience.

Gains needed support from key stakeholders to lead and manage changes to successfully execute the program

Regularly exercises discretion and independent judgment the in performance of his/her job duties

Job Specifications

Typically Has The Following Skills Or Abilities

Bachelor’s degree in related field or equivalent experience; Minimum of 1 additional year of experience related to functional area

Minimum of 3 years of management experience with responsibilities for hiring, training, assigning work, and managing the performance of direct reports

Demonstrated facilitation skills

Skilled in strategic and tactical approaches to support current and future business needs

Relies on extensive experience and judgment to plan and accomplish goals

Proven ability to navigate complex situations through the organizational landscape and with multiple stakeholders

Strong leadership skills to coordinate and motivate project teams

Adept at financial management to administer budgets across multiple projects and ensure the program meets its requirements for return on investment, timing, and budget

Ability to drive results through informal authority, serve as a consultant to key business partners, and represent users and customers in every thought and interaction

Proven ability to successfully manage risks/issues at a program level

Ability to elicit cooperation from Senior Management and other departments

Demonstrates ability to be a decision-maker showing balanced consideration of business issues

Excellent written and verbal communication skills and analytical skills

Strong business aptitude and problem-solving skills

Strategic skills to support envisioning work, program planning, and forecasting

Preferred Skills

Effectively allocate staff and scheduling of agent and processor resources to align with VSP’s business priorities for Customer Experience Center and PPI resources.

Identify, analyze, and diagnose issues causing service degradation tied to IVR/IVA containment, system degradation, and live service provided. Serve as technical point of contact during service and systems degradation.

Inform others of high-level impediments impacting projects, business, or work priorities; provide updates, and progress in relationship to timelines or SLAs, partnering and building a relationship with key stakeholders for planning and execution.

Provide a culture of understanding oversight to attendance monitoring process including ensuring agents are being paid accurately through controls reporting, processes, and initiating changes and adoption needs with service leadership.

Represent Customer Care or act as a subject matter expert for Customer Care workforce management and culture of understanding attendance processes.

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. For more information regarding VSP Vision benefits, please click here.

Salary Range

90000

145000

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, VSP Vision (“VSP”) collects many different types of personal information, including protected health information, about our audiences, including members, doctors, clients, brokers, business partners, and employees.  VSP Vision employees will have access to this sensitive personal information and are subject to follow Information Security and Privacy Policies.