Customer Care Sr. Supervisor
ALIGN TECHNOLOGY, INC
Belen, Heredia
hace 14 días

Description

JOB PURPOSE Responsible for effectively, efficiently and promptly supervise leaders and complex processes related to aspects of the technical expert team for iTero and Invisalign.

The team provides services that include Hardware, Software, Networking, official apps and websites support. Person is involved in planning, coordinating and leading the team to improve performance and presenting any type of information that will directly impact the group and any modifications required to perform at its maximum capability.

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 / DUTIES Scope & 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 unit Leadership 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 information Impact
  • 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 schedules REQUIREMENTS / QUALIFICATIONS ACADEMIC BACKGROUND Bachelor Degree from a four-
  • year college or university, desirable. REQUIRED EXPERIENCE +4 years of directly related experience in a similar position, desirable.

    May develop 4-6 years in the position. LANGUAGES Ideally Fluent English Proficiency (reading, writing, and conversation).

    SKILLS / COMPETENCIES N / A SPECIFIC CERTIFICATIONS / SPECIALTIES / COURSEWORK

  • Desirable :
  • Project management skills / certifications such as SCRUM and LEAN
  • CISCO and / or Systems Engineering
  • 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 DEMANDS While 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.

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