Team Leader / Supervisor (Norwegian Speaker)

Snaphunt; Málaga; Presencial; EUR 30.000 - 60.000; Jornada completa

Descripción de la vacante

An established industry player is seeking a dynamic Team Manager to oversee a Tech Customer Support Team. In this role, you will be responsible for team management, performance monitoring, and providing constructive feedback. You will also play a key role in recruitment and ensuring that team processes are efficient and up to date. This position offers the chance to work with a leading software company and develop your career in a supportive environment. If you are a motivated self-starter with strong leadership skills and a passion for customer service, this opportunity is perfect for you.

Servicios

Medical insurance

Possibilities to grow inside the company

Work with leading tech companies

Formación

• Experience managing a Tech Customer Support Team at a call center is essential.
• Must be native in Norwegian and fluent in English.

Responsabilidades

• Manage team performance and provide feedback to agents.
• Organize meetings to discuss performance and changes.
• Participate in recruitment and manage disciplinary issues.

Conocimientos

Team Management

Customer Service Orientation

Leadership Skills

Analytical Skills

Communication Skills

Problem Solving

Stress Resilience

Educación

C1 level of English

Native in Norwegian

Herramientas

Windows

MS Office

Internet Configuration

Descripción del empleo

• Possibilities to grow inside the company
• Work with one of the most well-known and leading software and tech companies worldwide
• Medical insurance

The Job

Your daily work will include tasks like these:

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

The Profile

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

The Employer

Our client is a Multi-Lingual recruitment company based in Copenhagen, Denmark, and Sliema, Malta. Our client specializes 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.