Team Leader / Supervisor (Norwegian Speaker)

Multi-Lingual recruitment company based in Copenhagen, Denmark, and Sliema, Malta. We are specialized in recruiting Scandinavians, Dutch, German, and Finnish to various positions around Europe. The core of the company is our mission to help people get a great job abroad and to feel safe in their transition to a life in a new country.

The Role

Your daily work will include tasks like these:

1. Take responsibility over the Team Management 40%, Organization 30% and Reporting 30%
2. Monitor and report team performance
3. Give regular feedback on the agents' individual performance
4. Motivate the team and control the turnover
5. Organize weekly meetings to give feedback on team performance, inform on new procedures, upcoming changes
6. Keep track of each agent's training and training needs
7. Participate in the recruitment process together with HR department
8. Manage all disciplinary issues effectively in communication with HR department
9. Identify current and future hiring needs and communicate timely to Management
10. Make sure that working processes & procedures are up to date
11. Offer support in critical problems (case escalations, emergencies, customer complaints)
12. Take care of logistic problems
13. Maintain knowledge and expertise associated with relevant applications
14. Prepare Service Level reviews and attend Service Level Review meetings
15. Collect metrics, analyze these and report to customer / management / quality team
16. Provide other reports to management, as required.

Ideal Profile

1. Native in Norwegian both oral and written, C1 level of English
2. Previous experience managing a Tech Customer Support Team at a call center / contact center is needed
3. Working knowledge of Windows, MS Office, internet configuration
4. Business knowledge and commercial awareness
5. Customer service-oriented with ability to emphasize and resolve issues addressed
6. Leadership skills with ability to implement & manage change process
7. Follow the security rules of the company
8. Energetic and motivated self-starter, capable of achieving the targets set
9. Resourceful and stress resilient personality that can adapt and remain calm in all situations.

What's on Offer?

1. Relocation package
2. Performance bonuses
3. Possibilities to grow inside the company
4. Work with one of the most well-known and leading software and tech companies worldwide