Supervisor, Customer Care

About this opportunityAlign is the industry leader and innovator in medical devices which focuses on revolutionizing the dental and orthodontic industry. Align, the makers of Invisalign ® is looking for a Customer Care Supervisor. This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. Oversees the activities of an internal call center that provides operational/business process support to internal and external customers for company products and services. Ensures quality service and operational performance within the parameters of program and delivery standards. Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements. Responsible for employee staffing and ensuring program training, including product knowledge, proper language/communication training and support of overall service requirements. Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility). Selects, develops and evaluates personnel to ensure the efficient operation of the function. This role will be part of Align Technology goal to deliver the next generation of clear aligners (Invisalign®) to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create over millions smiles.Role expectations

In this role, you will…

• Be Responsible for immediate supervision to semi-skilled employees and/or non-exempt employees
• Be Responsible for monitoring the daily operations of units or sub-units
• Interact daily with subordinates and/or functional peer groups.
• Work on issues of limited scope
• Receive predetermined work assignments that are subject to a moderate level of control and review.
• Follow established practices and procedures in analyzing situations or data from which answers can be readily obtained.
• Accomplish results through management of semi-skilled employees and/or non-exempt employees
• Provide guidance to subordinates within the latitude according to established policies and direct management guidance
• Establish practices which ensure there are no delays in schedules
• Supervise customer agents
• Be responsible for monitoring the daily operations of units or sub-units

In this role, you’ll need …

Typically:

• Bachelor´s degree on Business Administration or related fields.
• Proficiency in English.
• 2+ years of directly related experience in Customer Service.
• To develop at this level for 2-4 years.
• Good interpersonal skills and the ability to work cross-functionally.
• Be proficient with computers and standard software programs (Excel, Word, Access, e-mail, etc.).
• Ability to work cross-functionally.
• Exceptional problem-solving and decision making skills
• Exceptional level of commitment and a positive can-do attitude.
• To have leadership skills.