CS Team Manager (Norwegian)

DESCRIPTION

We are looking for a fluent Norwegian and English speaking Team Manager, available to work in Edinburgh, United Kingdom.

The number one priority for this role is to ensure that associates are supported to deliver a world class customer experience. A Team Manager sets the vision and culture of their team by creating individual and team performance expectations/goals, maintaining focus on improving customer satisfaction, and identifying customer impacting issues and implementing dynamic solutions.

Key job responsibilities

In this role, you will be managing a team of up to 20 bilingual (Norwegian/English) Customer Service Associates and be responsible for the overall performance and operational delivery of your team.

Key responsibilities include:

Full operational ownership: quality assurance, productivity management, and people performance

Conducting coaching sessions, contact audits, and quality assessments in Norwegian to ensure service standards are met from day one

Driving new-hire onboarding and ramp to proficiency for Norwegian-language customer service

Identifying and resolving performance issues proactively

Working with key support functions such as Workflow, local leadership, Training, and Human Resources to review performance trends and take continual action to improve service level and quality of performance

A day in the life

The ideal Team Manager understands that supporting their people is the most important role they perform. To achieve this, they are open and approachable, engage with their people individually to understand how to most effectively coach and motivate them, and invest time in developing their people to feel supported to become legends! They build an inclusive work environment where associates are engaged and feel a positive sense of achievement about their role in creating world class service.

Day-to-day, you will be responsible for using quantitative and qualitative data to identify opportunities to coach your employees and celebrate their success. As a single threaded leader for your employees, you will take care of all elements of your associates' satisfaction and engagement at work, including communication and management of their scheduling and acting on issues arising in your team.

You will play a critical role in shaping the Norwegian customer service experience from the ground up - setting quality standards, establishing operational cadences, and building a high-performing team culture from day one.

About the team

CS Stores provides customer service support for Amazon's retail marketplace across multiple European languages. The Norwegian team provides Norwegian-language customer service support for amazon.se, ensuring Norwegian-speaking customers receive world-class support in their preferred language.

BASIC QUALIFICATIONS

Experience demonstrating leadership and people management in Customer Service or customer facing roles

Experience in a people management or leadership role which includes coaching and developing others

Experience using MS Office, especially MS Excel for data analysis and pivot tables

Speak, write, and read fluently in English

Speak, write, and read fluently in Norwegian

PREFERRED QUALIFICATIONS

Experience managing teams in a remote environment

Experience with new team/site launches or ramp-up phases

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