Customer Experience Operations Supervisor - Norwegian Bilingual

TeleTech Holdings, Inc.; Daventry; Hybrid; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Bilingual Customer Experience Operations Supervisor fluent in Norwegian and English. This dynamic role involves overseeing a team, driving process improvements, and ensuring high levels of customer satisfaction. You will engage with business partners, manage service levels, and participate in recruitment initiatives. With a commitment to exceptional customer experiences and a supportive work environment, this position offers growth opportunities and a chance to make a significant impact. Join a forward-thinking company that values teamwork and proactive contributions.

Benefits

25 days annual leave

Life assurance (4x salary)

Contributory pension scheme

Private medical insurance

Travel insurance for family

Discounted dental scheme

Vehicle discounts

Employee Assistance Program (EAP)

Travel allowance

Qualifications

• Fluent in Norwegian and English at C1/C2 level.
• Experience managing and coaching teams of 10+ agents.
• Understanding of contact center technologies.

Responsibilities

• Oversee Customer Experience team and support operational initiatives.
• Monitor service levels and manage program trends.
• Develop, coach, and evaluate team members.

Skills

Fluency in Norwegian

Fluency in English

Mid-level contact center experience

Team management

Organizational skills

Problem-solving skills

Communication skills

Proficiency in Microsoft Office

Education

A Levels or Higher

University degree

Tools

Contact center technologies

Reporting systems

Job description

Customer Experience Operations Supervisor (Automotive)

Norwegian/English Bilingual to C1

Locations: Daventry, Northamptonshire NN11 & Dunton, Essex SS15

Hybrid working: 2 days office / 3 days home

Working hours: 40 hours/week, Monday to Friday, 8:30 am to 5:00 pm (flexibility required)

Travel: Willing to travel weekly to both Daventry and Dunton sites

Additional info: Onsite paid training and equipment provided

We are recruiting a Bilingual Customer Experience Operations Supervisor, fluent in both Norwegian AND English to C1, to support the Norwegian and UK markets for our client’s existing customer accounts.

As Customer Experience Supervisor, you will oversee the Customer Experience team and support operational initiatives, including process improvements, call and escalation data analysis, workforce gap identification, and presenting action plans to the Sr. Operations Manager.

You will partner with Customer Experience Specialists to ensure high customer satisfaction and assist with escalated calls, providing guidance and support to resolve issues effectively.

Key responsibilities include:

• Monitoring service levels and managing program trends
• Engaging with Business Partners for feedback and process improvements
• Communicating changes and updates to relevant departments
• Collaborating on monthly reports and process improvement initiatives
• Developing, coaching, and evaluating team members
• Participating in recruitment, onboarding, and employee experience initiatives
• Attending team and leadership meetings
• Performing user acceptance testing and collaborating with IT on system enhancements

Qualifications and skills required:

• Fluency in Norwegian and English (written and spoken) at C1/C2 level
• Educational background: A Levels, Higher, ONC, or university degree; relevant experience preferred
• Mid-level contact center experience, preferably in automotive or similar industry
• Experience managing and coaching teams of 10+ agents
• Understanding of contact center technologies and reporting systems
• Strong organizational, multitasking, and problem-solving skills
• Proactive, independent, and resourceful work attitude
• Excellent communication and interpersonal skills
• Proficiency in Microsoft Office
• Knowledge of HR policies related to employee relations and performance management

What you can expect:

• 25 days annual leave, increasing to 27 days plus bank holidays
• Life assurance (4x salary)
• Contributory pension scheme
• Private medical insurance
• Travel insurance for you and your family
• Discounted dental scheme and vehicle discounts
• Employee Assistance Program (EAP)
• Travel allowance

About Percepta:

Founded in 2000, Percepta operates global contact centers delivering exceptional customer experiences. Our values emphasize service, teamwork, respect, proactivity, career growth, diversity, and competitive compensation, fostering a supportive and dynamic work environment.