Supervisor, High Value Customer

Job Purpose

The purpose of the role is to bridge the gap between the strategic business objectives and the daily operations by helping team members understand how their work is connected to the company strategy. The Supervisor, CARE Operations will utilize methodologies like mentoring, coaching, or managing to implement the standards of the Quality Framework, thus supporting Vista’s vision to become the design expert and marketing partner for small businesses.

Success in the role is achieved by having highly engaged employees and building loyal customers.

Role and responsibilities

The Supervisor develops the individuals and the team to enable the effective execution of our required service level (i.e., Quality Framework), to consistently deliver the best customer experience and exceed customer expectations.

The list of responsibilities below is not definitive and may change as business needs require. The Supervisor may be required to undertake differing tasks within their capability.

• Ensure all team members create added value for our customers and pursue our ambitious customer service philosophy
• Ensure transparency, alignment, and engagement with Vista’s strategy, its mission, and goals. Facilitate and support a smooth transition through related organizational changes for our teams.
• Foster an environment where team members feel safe to take interpersonal risk (speaking up with ideas, questions, concerns, or mistakes)
• Create a culture of giving timely feedback in a way that helps the team members grow, develop, and improve
• Support employees’ development based on their needs, through feedback, mentoring and coaching as well as regular team-based exchange sessions
• Establish a working environment that emphasizes accountability, mutual support,

commitment, and engagement, inside and outside the team

• Partner closely with departments like Workforce Management, Human Resources,

Quality and Learning to ensure the team is meeting the performance expectations

• Assume disciplinary responsibility for the team, including decisions around, e.g.,

contract extensions and probationary periods (change formulation based on legal requirements in

the locale)

• Relentlessly learn and improve by proactively gaining knowledge and gathering

resources regarding company initiatives and professional trends within the industry

• Act like an owner and work independently on their professional development

Tasks and activities

• Participate in interviews to identify potential employees and make decisions around

employment in collaboration with the Talent Acquisition team

• Initiate and conduct regular communication check-ins with the new hire throughout the

new hire training period

• Grow and support great people by offering guidance and development support to team

members while conducting development conversations, initiating personal development

plans, and identifying and offering suitable development resources

• Conduct regular one-on-ones to discuss team member performance
• Facilitate disciplinary discussions as necessary
• Initiate discussions with the team on how Vista’s strategy connects to the work of the

team members

• Perform quality processes (e.g., call listening, side-by-side monitoring, call calibrations

etc.) to evaluate performance and development progress and be ready to take customer

interactions when needed

• Identify opportunities and implement measures for improving team performance
• Reflect on and proactively ask for feedback about own performance, and drive and

document development progress in the personal development plan

• Use existing learning resources and development opportunities to expand knowledge,

build skills, and develop alternative behaviors

Qualifications and education requirements

• Profound experience in a customer service setting
• Demonstrable expertise and experience in people management and development, in a constantly changing environment, and in a remote setting
• Education requirement - Bachelor’s Degree or similar education
• An aptitude for technology learning and the use of multiple systems
• Good understanding of principles of change management and agile organizations
• Fluency in English

Preferred skills and competencies

• The absolute will to deliver service excellence and gain customer loyalty
• Empathy and outstanding communication skills in one-to-one as well as group settings
• A leadership style based on partnership and empowerment
• Ability to identify and develop individual strengths and talents within the team
• Willingness and ability to constantly learn from feedback and continuously develop your own skill set
• A structured, thorough and sustainable working style
• Ability to gather and interpret available data to guide and/or reason a decision