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Customer Care Team Leader – Norwegian

Our client is a European manufacturer of medical devices that change peoples lives.

Children and adults fitted with these devices gain a vastly increased quality of life.

The company has a relaxed, professional and focused attitude that makes working there rewarding on all levels.

This position is part of the Nordic support team – leading the efforts of the multilingual Care Team.

The Job:

Leadership Goals:
Plan, design and execute operational change in inbound and outbound, administrative and customer-facing aspects of the Care Service Team Nordics
Be the operational and people manager of the Nordics team
Strive to improve team and operations performance
Oversee the implementation of enabling technology.
Maintain and develop a process library and documented procedures database
Provide accurate forecast, annual and longer range operational plans
Use insight into customer behaviour and lever operational efficiency to achieve KPIs

People Management
Lead, motivate and build a high performing, effectively working Team by coaching and mentoring the Product Support Helpline agents on a regular basis, and lead performance conversations at least once per quarter
Manage team members through change
Analyse workforce development needs
Develop appropriate compensation and incentives based on new KPIs and desired outcomes from both the inbound and outbound teams
Proactively define and continuously look for opportunities to improve team working processes, setup and performance

The Person:

Minimum of 2 years experience as a care team leader / manager
University Degree
Solid knowledge of a call centre business and its dynamics as well as in depth business acumen
Computer literacy MS Office; SAP system; CISCO tools
English and Norwegian (advanced spoken and written)

Our clients offices are a 15 min FREE bus ride from Watford Junction train station.

Watford Junction is just 14 mins from London Euston.


· Holiday: 25 Days in addition to bank holidays · Bonus: Yearly office bonus of 4% of salary based on achieving company targets · Lunch allowance: £800 per year · Private Health Care / Travel Insurance / Free eye care vouchers · Pension Scheme

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