Description

JOB PURPOSE

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.

MAIN RESPONSIBILITIES/DUTIES

Scope & Complexity

· Responsible for immediate supervision to semi-skilled employees and/or non-exempt employees

· Typically supervises 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 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

QUALIFICATIONS

ACADEMIC BACKGROUND

Normally requires a Bachelor Degree from a four-year college or university

EXPERIENCE

Typically, less than one year of directly related experience

May develop at this level for 2-4 years

LANGUAGES

Proficiency in English is desirable for this position.

SKILLS /COMPETENCIES

N/A

SPECIFIC CERTIFICATIONS/SPECIALTIES/COURSEWORK

N/A

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 factual 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.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We also respect your privacy. Our Applicant Privacy Policies can be found here: http://jobs.jobvite.com/align-tech/