Supervisor, Customer Care

Role Summary

Align 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. The Customer Care Supervisor should oversee the activities of an internal call center that provides operational/business process support to internal and external customers for company products and services. Ensure quality service and operational performance within the parameters of program and delivery standards. Analyze operational processes, establish escalation procedures and oversee 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). Select, develop and evaluate 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 millions of smiles.

Role Expectations

• Set goals for performance and deadlines in ways that comply with company's plans and vision.
• Organize workflow and ensure that employees understand their duties or delegated tasks
• Monitor employee productivity and provide constructive feedback and coaching.
• Identify and apply career advancement opportunities for direct reports.
• Manage projects.