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Workflow Coordinator

Date:  Apr 21, 2021
Req ID:  41417
Remote Position:  Yes
Country:  US
Line of Business:  VSP Vision Care
Division:  Commercial Mkts Inside SBU

VSP Global is comprised of five complementary businesses that combine high-quality eye care insurance, high-fashion eyewear, customized lenses, ophthalmic technology and retail solutions, with employees in over 23 countries. No matter the role, we’re all focused on a singular mission: to help people see. Learn more by visiting https://vspglobal.com/cms/careers/

General Summary

Under minimal direction, plan, organize, prioritize and monitor work flow of the team to ensure the team is adequately supported, clients and brokers are satisfied, company goals are met.

Essential Functions

Oversee the work of the division, managing the daily work volume and assignments.

 

Monitor performance and SLA’s, providing reporting to leadership.

 

Proactively identify risks to SLAs, recommend work adjustments to leadership to meet business timelines.

 

Analyze needs of client, broker and sales representatives’ requests and assign to CBRs based on needs.

 

Able to respond directly to questions and act as a CBR if necessary.

 

First level triage and point of contact for escalations when the Team Lead is not available.

 

Supports department and strategic initiatives by meeting target goals and objectives set by management.

 

Quickly sets priorities in work assignment based on changing and immediate business needs and objectives.

 

Ability to identify, eliminate, and partner with leadership on roadblocks to meet service objectives.

 

Partner with leadership team to ensure assigned work is completed accurately and within service standards.


Key point of contact for Sales Representatives regarding work in progress and adjusts as needed.

 

Provide SME resource support on SBU division level projects.

 

In absence of Team Lead, steps into back-up Team Lead resource for SBU.

Job Specifications

Typically has the following experience or abilities:


2 - 4 years’ experience in work flow management or related experience.

 

Easily learn new functions and think strategically when making decisions on work assignments.

 

Excellent communication and interpersonal skills to effectively communicate with internal and external business partners.

 

Ability to speak in group situations and discussions toward resolving issues.

 

Clearly and concisely communicate project issues and status.

 

Must be detailed oriented and accurate in information and data processing.

 

Demonstrated problem solving, negotiations and decision-making skills.

 

Strong Critical thinking and analytical ability, with a solution-oriented approach to work.

 

Proficient with Windows application including Microsoft Word Excel. 

 

Demonstrated ability to handle multiple projects while meeting department timelines.

 

Must be available to work within the full range of division hours of operation.

Preferred Skills

Experience in supporting a shared mailbox- triage and addressing


Experience with CMI operations systems and processes


Ability to multi-task and problem solve

Working Conditions / Physical Demands

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 in this description has 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.

VSP Global 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.


Nearest Major Market: Sacramento

Job Segment: Ophthalmic, Retail Sales, Substance Abuse, Behavioral Health, Healthcare, Retail

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