Supervisor, Customer Care

The Customer Care Supervisor should oversee the activities of an internal call center that provides operational/business process support to internal and external customers for company products and services. Ensure quality service and operational performance within the parameters of program and delivery standards. Analyze operational processes, establish escalation procedures and oversee 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). Select, develop and evaluate personnel to ensure the efficient operation of the function. This role will be part of Align Technology goal to deliver the next generation of iTero support to our customers. We would love for you to join a fun and cutting-edge technology company that has helped create millions of smiles.

Monitor daily team performance against Service Level Agreements (SLAs), productivity metrics, and quality KPIs across supported EMEA markets.
Set goals for performance and deadlines in ways that comply with company’s plans and vision.
Organize workflow and ensure that employees understand their duties or delegated tasks.
Ensure adherence to regional and global support standards, workflows, and best practices.
Monitor attendance, shift adherence, and resource allocation to ensure consistent coverage and service levels.
Monitor employee productivity and provide constructive feedback and coaching.
Identify and apply career advancement opportunities for direct reports.
Conduct project management tasks that address operational needs and improve customer satisfaction
Work closely with internal teams (Workforce Management, Quality, Training, Knowledge Management, etc.) to align resources and drive excellence in execution
Support knowledge-sharing and upskilling across the team, encouraging cross-country expertise.
Act as a backup for the team members.
Monitor and act in Customer feedback (NPS/Complaints/CSAT) and close the loop where appropriate.

Previous experience in supervisory and/or management roles
College Bachelor’s degree
To develop at this level for 1-2 year.
Proficiency in English. Second European language proficiency is a plus
Leadership skills.
Business insight skills.
Basic reporting and data analytics skills
Communication and team building skills.
Project Management skills

Private healthcare Luxmed,
Multisport card,
Private insurance,
Meal vouchers,
Co-financing of company products,
Employee Support Program.

Additionally, the position is eligible for a performance bonus.
The final offer is determined based on the scope of the role, level of responsibility, experience, education, completed training, and key competencies of the candidate.

Align Technology, in addition to statutory benefits, provides a comprehensive set of perks designed to support employee comfort and professional development. Available benefits include, among others: private medical care through Luxmed, a Multisport card, private life insurance, a social fund, meal subsidies, and discounts on company products. The range of additional benefits may vary depending on the position level, nature of work, and work location.

Information regarding compensation policies and salary ranges for this position can be found in the Compensation Policy available under the Corporate Disclaimers section of our careers site: https://jobs.aligntech.com/corporate-disclaimers

We encourage all candidates to review this document before moving forward in the recruitment process.

Zachęcamy do zapoznania się z naszą Procedurą Sygnalistów. Szczegółowe informacje znajdziesz, klikając w poniższy link:

Align Technology (Poland).pdf