Customer Care Supervisor - Deferred Services

About the role

Align, the maker of Invisalign, is looking for a Customer Care Supervisor in its Costa Rica call center. The supervisor oversees an internal call center that provides operational and business process support to internal and external customers for company products and services, ensuring quality service and operational performance within program and delivery standards.

Key responsibilities

• Analyze operational processes, set up escalation procedures and oversee training needs assessments to find opportunities for service improvement.
• Manage employee staffing, program training (including product knowledge and language/communication training) and support overall service requirements.
• Select, develop and evaluate personnel; set goals, organize workflows, monitor productivity and give constructive feedback and coaching.
• Identify career advancement opportunities for direct reports and manage projects.
• Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss).

Required profile

• Bachelor's degree in business administration, industrial engineering or a related field.
• 2+ years of directly related experience, typically developed over 2-4 years at this level.
• Proficiency in English.
• Leadership skills, ability to influence and motivate others, business insight, project management skills and team-building abilities.
• Applicants must be legally authorized to work in the country of application.