Supervisor, High Value Customer (CARE Operations)

About the role

Vista is looking for a Supervisor, High Value Customer (CARE Operations) who bridges the gap between strategic business objectives and daily operations. The supervisor helps team members understand how their work connects to company strategy, using mentoring, coaching and management to apply the Quality Framework standards. Success means highly engaged employees and loyal customers.

Key responsibilities

• Develop individuals and the team so they can consistently deliver the best customer experience and exceed expectations
• Ensure team members create added value for customers and stay aligned with Vista's strategy, mission and goals, including during organizational changes
• Foster a safe environment where team members speak up with ideas, questions, concerns or mistakes, and give timely, growth-oriented feedback
• Support employee development through feedback, mentoring, coaching and regular team exchanges
• Work closely with Workforce Management, Human Resources, Quality and Learning to meet performance expectations
• Take disciplinary responsibility for the team, including decisions such as contract extensions and probationary periods
• Participate in hiring interviews with the Talent Acquisition team, run check-ins with new hires and hold regular one-on-ones on performance
• Run quality processes such as call listening, side-by-side monitoring and call calibration, and act as a customer contact when needed
• Improve team performance, seek feedback on your own performance and document progress in a personal development plan

Required profile

• Profound experience in a customer service setting
• Demonstrable people management and development experience, in a changing and remote environment
• Bachelor's degree or similar education
• Aptitude for learning technology and using multiple systems
• Understanding of change management and agile organizations
• Fluency in English; preferred: empathy, strong communication, partnership-based leadership and willingness to learn from feedback