Descripción de la oferta
Join Impress - Europe's Leading Health-Tech Innovator!We are the largest chain of orthodontic clinics with fully digital processes in Europe. We have revolutionised the invisible orthodontic sector with the best team of professionals specialised in making people smile and using the latest technology for the diagnosis, treatment, and follow-up of all cases.Job OverviewWe're seeking a dynamic and results-oriented Care Operations Team Lead - Dutch market who will be an important part of a hard-working, fast-growing team. This is your opportunity to experience a #1 health-tech scale-up where both your work and your results are highly tangible and matter to the business.LocationThis position is based 100% on-site at our headquarters in Barcelona (Spain).What You’ll DoLead, coach, and develop a team of Patient Care Specialists.Monitor and improve team performance through KPIs and feedback sessions.Ensure high-quality patient interactions across multiple communication channels.Optimize workflows and processes to enhance efficiency.Handle escalations and provide solutions for complex patient cases.Collaborate with other departments (Sales, Operations, Clinical teams, Logistics) to ensure seamless patient care.Support hiring, onboarding, and training of new team members.Create up to date training materials with clear processes and procedures.Measure customer satisfaction and design improvement mechanisms as required. Always ensure world-class NPS.Ensure call, chats, emails volume forecasts and planning requirements are built to manage peak volume periods to ensure delivery of all KPIs.Analyze statistical service data with QA to review metrics and quality results, establish goals/targets, and focus on areas of opportunity and development.Handle escalations of customers and patients.Supervise that the standard of patient care department is delivered and maintained in all aspects of the Customer/Patient Care Service function, including (but not limited to): inbound and and outbound call management, complaints, appeals, grievances processes, etc.This position will be responsible for coaching, developing, performance, and up-skill training. Participate in the hiring or termination of staff if required.Self-motivation and a hunger for success. Never accept results lower than "Impressive".Lead by example and never stop improving.What You’ll Bring+1 year of experience leading a team in a similar position within Customer Service working in an international environment.Must-have: Native level of Dutch and full professional level of EnglishYou are recognized for your team spirit, your interpersonal and writing skillsA proactive attitude and inclusive behaviour.What we offer:Internacional team! You will work with people from all over the world, at our Barcelona headquarters in the Eixample district.Fixed compensation range: €24.000 - 28.000Variable based on KPI achievement: €5.000Working hours: 40h/week, 09:00 to 18:00.Work days: Monday to Saturday (one Saturday/month)Teeth aligner and whitening benefits.Real growth opportunities.We are an inclusive company.Fresh fruit & coffee every morning.At Impress we cultivate a culture of inclusion and diversity. We celebrate our employees' individual strengths, views, and experiences and we encourage all candidates to apply, without regard to race, color, religion, gender identity, sexual orientation, age, national origin, disability, or any other factor.Our differences enable us to be a better team - one that makes better decisions, drives innovation, and delivers better results.
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