Sr. Supervisor, Quality Assurance Customer Care
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Summary
Senior supervisor running an internal customer care call center supporting Align Technology's Invisalign dental products: managing staff performance, coaching, training, escalation processes, and service quality, with P&L accountability. The role is people- and process-leadership focused, requiring English proficiency and management experience rather than hands-on technical tooling.
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 an Quality Assurance Customer Care Sr. Supervisor This exciting new role would be part of a culture that is helping to improve lives every day through digital dentistry. The Quality Assurance Customer Care Sr. Supervisor 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 millions of smiles.
Role expectations
In this role, you will…
- Setting goals for performance and deadlines in ways that comply with company’s plans and vision
- Organizing workflow and ensuring that employees understand their duties or delegated tasks
- Monitoring employee productivity and providing constructive feedback and coaching
- Identifies and applies career advancement opportunities for direct reports
- Manages projects
- Helps / coach other supervisors
- Provides direct supervision to professional individual contributors and/or skilled, support individual contributors
- Typically supervises professional and/or technical staff
- Frequently interacts with subordinate supervisors and functional peer groups.
- Works on issues where analysis of situation or data requires review of relevant factors
- Receives assignments in the form of objectives with goals and the process by which to meet goals
- Exercises judgment within defined procedures and policies to determine appropriate action
- Acts as advisor to unit or sub-units and may become actively involved, as required, to meet schedules and resolve problems
- Provides guidance to subordinates within the latitude according to established policies and management guidance.
- Administers company policies that directly affect subordinate employees
- Recommends changes to unit or sub-unit policies.
- Establishes practices which ensure there are no delays in schedules
- Accomplishes results through management of professional individual contributors and/or skilled, support individual contributors
- Provides direction to employees according to established policies and management guidance
- Interaction normally requires the ability to gain cooperation of others, conducting presentations of technical information concerning specific projects or schedules
What we're looking for
In this role, you’ll need…
Typically:
- Requires a bachelor’s degree or may have a master’s degree from a four-year college or university
- Minimum of 3 years of directly related experience
- May have a master’s degree with 0-12 months of experience
- Proficiency in English.
- Leadership
- Ability to influence and motivates others
- Drives vision and purpose
- Financial Acumen
- Strategic mindset
- Resourcefulness
- Optimizes work processes
- Builds effective teams
- Project Management