Customer Experience Operations Supervisor

We are recruiting for a Customer Experience Operations Supervisor, to manage our Norwegian team. Fluency in Norwegian is ideal but not essential. You will be supporting the Norwegian and UK markets for our client's existing customer accounts.

As Customer Experience Operations Supervisor you will be responsible for the supervision of the Customer Experience team and provide support for operational initiatives, which include identifying process improvements, analysis of call and escalation data, identification of workforce gaps and resolution, and presenting recommended action plans to the Sr. Operations Manager based upon research performed.

Additionally, you will partner with the Customer Experience Specialists ensuring high levels of customer satisfaction and will assist escalated customer calls by providing guidance to the team member and/or assisting with the call to ensure best resolution for the Customer.

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 English (and ideally Norwegian but not essential) written and verbal to C1/C2 with excellent 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.
• 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.

What you Can Expect:

• 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 27 days annual leave plus bank holidays.
• Life Assurance 4 x annual salary.
• Contributory pension scheme.
• Private Medical Insurance.
• Comprehensive travel insurance for you and family in line with Scheme rules.
• Discounted dental scheme.
• Discounts on brand new vehicles.
• Employee Assistance Program (EAP).
• Travel Allowance.

About Percepta:

Established in 2000 as a joint venture with TTEC, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients. Our values are the heartbeat of our organization, and we live, breathe, and play by them every day. As a Percepta team member, you can expect:

• Culture of Service – to be treated like you are the customer from day one.
• Teamwork – belonging to a supportive family team environment that encourages growth, fosters trust and open communication, and acknowledges value in your contributions.
• Respect – a team that is accountable, dependable and gives you their full attention.
• Proactive – to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization.
• Career Growth – lots of learning opportunities for aspiring minds.
• Diversity – be a part of our growing diverse and community-minded organization that is all about having fun!
• Competitive Compensation – we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.