Customer Experience Operations Supervisor - Norwegian Bilingual

at  Percepta International

WHAT YOU’LL BE DOING:

• Monitor and maintain service levels including analysis/management of program trends and progress
• Interact with Business Partners and key users for feedback to make process improvement/enhancement recommendations
• Communicate all changes, enhancements, including call and workflow updates, etc. to the appropriate personnel including the Senior Operations Manager, Learning & Development department, and Quality Assurance department on a consistent and timely manner
• Work with Senior Operations Manager on monthly business reports and process improvement initiatives as needed
• Responsible for developing, coaching, supporting and evaluating the team, including evaluate and coach back customer service skills in quality assurance processes
• Interview prospective new employees/Employee Onboarding/Employee Experience
• Attend and participate in team and leadership meetings
• Perform user acceptance testing of system enhancements, respond to inquiries regarding system errors, functionality, and enhancements including collaboration with multiple IT teams in the development of new system enhancements and propose new enhancements based on observations, and experience with the applicable processes

WHAT YOU’LL BRING TO THE ROLE:

• Professional level fluency in both Norwegian and English (written and spoken) to C1/C2 with excellent verbal and written communication skills
• Further Education college or similar: A Levels/Higher/ONC, Undergraduate University degree or equivalent experience preferred
• Mid-Level experience of Contact or Customer Call Centre required with at least practiced automotive or similar industry experience
• Previous experience in managing, coaching and improving the performance of a team of 10+ agents.
• Thorough understanding of contact centre technologies, customer tracking systems, and their respective reporting systems
• Detail oriented, strong time management, organisation and planning skills with the ability to prioritise, multitask, adapt and thrive in a fast paced, results-driven environment
• Self-starter who demonstrates a high level of initiative, resourcefulness and the ability to work independently and inter-dependently amongst a team with strong analytical and problem-solving skills.
• Communicate and articulate verbally and written, in a professional and effective manner and possess the ability to exercise independent judgment and decision making
• Excellent interpersonal skills. Able to interact with all internal departments and levels of management
• Proficient Microsoft Office (Word, PowerPoint and Outlook)
• Team & Consensus building and Conflict Resolution Skills
• Ability to drive employee satisfaction and create a supportive and conducive adult learning environment
• Experience in Human Resources Policies and Procedures: Employee Relations/Corrective Action; Coaching and Feedback, Competency Based Interviewing; Harassment/Professionalism in the Workplace
• Strong customer service, interpersonal and relationship-building skills