Se identificou? Join a team that is changing millions of lives. Transforming smiles. Transformi ng lives. Transforming an industry. At Align Technology , we believe a great smile can transform a person’s life, so we create technology that gives people the confidence to take on whatever’s next. We revolutionized the orthodontic industry with the introduction of the Invisalign system, and we have never lost sight of that spirit of innovation. Our teams are constantly pushing the boundaries of what’s possible. Ready to join us? About this opportunity The Customer Care Supervisor will be responsible for leading a team who will play a key role in providing a new customer experience to both General Dentists and Orthodontists through regular touch points focused on increasing the usage and productivity experience of iTero. 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. In this role, you will… Typically supervises customer care staff and related area functions . Responsible for monitoring the daily operations of units or sub-units . Interacts daily with subordinates and/or functional peer groups. Provides vision, planning & prioritization for team resources delegating and assigning projects, duties, and objectives. 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 . Progressively manages and assesses employee competencies and development . Directs subordinates to complete assignments using established guidelines, procedures and policies . Interaction normally involves exchange or presentation of factual information . Applies basic understanding of internal tools for documentation and reporting requirements; runs standard reports and reviews them regularly . 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 . Provides reports on team metrics and results to department leadership and stakeholders . Defines and supervises action plans to ensure adjustments in the business indicators of the area it supports. Performs ongoing analysis of customer engagement and takes the necessary measures to increase product usage and adoption ( ie iTero) . Maintains effective communication with clients, sales executives and other sales support team members In this role, you’ll need … 2 years management experience in a customer service, contact center, inside sales environment or correlated areas Previous experience in health care or technology companies is desirable. Portuguese Fluent and Advanced English is desirable . Problem solving skills, analytical capabilities, and collaboration skills, business analysis experience (including implementation, tracking, problem resolution and reporting) . Ability to learn technical product knowledge in a highly complex industry . Education Sound like a good fit? Great Click the Apply link below to let us know you are interested. Not the right fit? Don’t worry, there are lots more opportunities. Please consider sharing this opportunity with others in your network. About Align Invisalign clear aligners, iTero Intraoral scanners, and OrthoCAD digital services that help dental professionals achieve the clinical results they expect and deliver effective, cutting-edge dental options to their patients. Over the past few months numerous agencies around the world have issued a wave of consumer and business communications warning of third-party job-hunting scams. An influx of coronavirus-related job scams, phishing e-mails and cyberattacks by individuals and criminal groups are increasingly reported by the media and law enforcement. The pandemic driven job scams aim to capitalize on challenges in finding employment opportunities during the coronavirus and on disruption to normal recruiting operations procedures. We take these warnings very seriously and want to remind you that these criminals are impersonating recruiters, promising employment opportunities or employment in exchange for personal information, bank account numbers, credit card numbers or financial remuneration. Align Technology does not require jobseekers to provide bank account numbers, credit card numbers or payments. If you have any doubt whether an individual or placement agency is acting on our behalf, please contact Align Technology at https://www.aligntechnology.com/contact_us . We can verify whether we are hiring through the service.
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