Customer Care Supervisor
ALIGN TECHNOLOGY, INC
Belen, Heredia
hace 10 días

Description

JOB PURPOSEOversees 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.MAIN RESPONSIBILITIES / DUTIESScope & Complexity

  • Responsible for immediate supervision to semi-skilled employees and / or non-exempt employees.
  • Typically supervises customer service, clerical and / or manufacturing staff.
  • Responsible for monitoring the daily operations of units or sub-units
  • Interacts daily with subordinates and / or functional peer groups.
  • Works on issues of limited to moderate scope
  • Receives predetermined work assignments that are subject to a moderate level of control and review.
  • Follows established practices and procedures in analyzing situations or data from which answers can be readily obtained.
  • Requires full knowledge of own area of functional responsibility.
  • Portion of time is normally spent performing individual tasks related to the unit or sub unitLeadership and Management
  • Accomplishes results through management of semi-skilled employees and / or non-exempt employees
  • Directs subordinates to complete assignments using established guidelines, procedures and policies
  • Interaction normally involves exchange or presentation of factual informationImpact
  • Provides guidance to subordinates within the latitude according to established policies and direct management guidance
  • Administers company policies affecting subordinates
  • Establishes practices which ensure there are no delays in schedulesREQUIREMENTS / QUALIFICATIONSACADEMIC BACKGROUNDBachelor Degree from a four-
  • year college or university, desirable.REQUIRED EXPERIENCEOne year of directly related experience in a similar position, desirable.

    May develop 2-4 years in the position.LANGUAGESIdeally Fluent English Proficiency (reading, writing, and conversation).SKILLS / COMPETENCIESN / ASPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK

  • Desirable : Certifications related to Microsoft Office applications (Word, Excel, PowerPoint) are a plus.
  • Contact center certifications are a plus.SUPERVISORY RESPONSIBILITIES
  • Accomplishes results through management of semi-skilled employees and / or non-exempt employees
  • Directs subordinates to complete assignments using established guidelines, procedures and policies
  • Interaction normally involves exchange or presentation of information.WORK ENVIRONMENT DEMANDSWhile performing the office duties it is required that, the employee is regularly sitting, talking or listening.
  • Often it is expected to use their hands to write, handle, hold or feel.Extensive use of keyboard and mouse.The noise level in the work environment is usually moderate.

    language / communication REQUIREMENTS / QUALIFICATIONS

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